Your hospital front desk is the first and last impression a patient or a visitor has of your hospital. It’s extremely important to create a positive experience at the front desk and is essential to maintain a good reputation. There are a few key things you can do to improve the performance of your front desk staff.
First, it’s important to choose the right people for the job. Most Hospitals have a very tight budget when it comes to hiring the front desk staff, you should always look for individuals who are friendly and outgoing, and who have experience in customer service of a reputed Hospital. It’s also important that they be able to handle multiple tasks at once and remain calm in a fast-paced environment. Once you have a good team in place, provide them with adequate training.
Equip your front desk with a Multitasking Dashboard so they get almost all the of the info handy, like patient info, indoor, OPD, Consultant info, RMO Info, OT Dashboard, Insurance details, Package details, Investigations, Pharmacy, etc. The software system must be quick to learn, and easy to use, with an interacting UI and UX which keeps them engaged and doesn’t put them of the grid. You should also have a machine interfaced pathology so that patients get instant reports and don’t have to come back to the front desk to collect it.
This avoids unnecessary crowd. It should have an integrated SMS system so that important messages are triggered to all involved including patients without any interventions. Billing should be interfaced with patient mobile apps so he gets updates and does not have to come to reception for the same. If you don’t have a separate call center, your software should have an integrated CRM to manage the social media enquiries and follow-up calls. Lastly the software should have an automated review management system. After all the smiles and wonderful services you gave it’s always good to have a positive review of the patient.
Make sure they have a written copy and are familiar with all of the policies and organizational hierarchy, local netas, Police and Insurance Auditors, Local clubs, restaurants, nearby society, Emergency services like ambulances, Blood banks, other tertiary care centers, nearby Diagnostic centers and their managers, important staff and Doctors mobile numbers, numbers of equipment dealers, service engineers, maintenance people, Fire brigade, Fire protocols, protocols for not admitting and shifting to other hospitals importantly at night. Manage references and reference catering protocols.
It’s also a good idea to role-play different scenarios so they are prepared for anything that might come up. We at i9 innovations can have different skits and role plays for training your front desk team at their convenience. You will have to train the staff extremely well to expect any sort of ROI on them. Else they will just be a statue at your reception answering questions in “YES” “NO” “DONT KNOW”,
Finally, it’s important to monitor the performance of your front desk staff on an ongoing basis. This will help you identify any areas that need improvement. You can also use this opportunity to give positive feedback and praise when warranted. By taking these steps, you can be sure that your hospital’s front desk is providing the best possible service to your patients.
Create a system for handling complaints. No matter how well you train your staff or how many resources you provide, there will always be times when things go wrong. It's important to have a system in place for handling complaints so that they can be resolved quickly and efficiently.
By following these tips, you can make sure your hospital's front desk is running smoothly and creating positive experiences for everyone who comes through its doors.
Being a hospital receptionist is a demanding job. They are often the first point of contact for patients and their families, so it is important that they should be professional and courteous at all times. First and foremost, it is important to be friendly and welcoming. This includes smiling, making eye contact, and using courteous language. It is also important to be efficient and organized in order to keep the line moving smoothly. In addition, it is helpful to be knowledgeable about the hospital’s services and procedures. Finally, it is important to maintain confidentiality and handle sensitive information with care.
Following these dos and don'ts, you will be well on your way to being an effective hospital receptionist and these simple guidelines will help create a positive experience for everyone who comes through the door.