OP Coordinator – Bangalore

Lobby Management:

• Be present in the lobby to greet, assist, and direct every customer to the designated area.
• Ensure effective and efficient service flow among customers, consultants, and colleagues.
• Proactively handle enquiries and requests, explain procedures when required, and schedule new or follow-up appointments.

Before Starting Work – Preparation:

• Check the day’s appointments.
• Discuss updates or instructions with the CXM – e.g., special handling of customers or consultants, scheduled events in the facility, OPD maintenance, introduction of new services or departments, active offers, and related advertisements.
• Be prepared for high-footfall days. Anticipate issues and be ready with solutions.
• Stay informed about doctors’ schedules, unavailability, new doctors, and their specialties.

On-Duty Tasks:

• Meet, greet, and assist all visitors in the lobby.
• Direct visitors to the relevant area/service. Ensure customers do not waste time in the wrong queue.
• Identify new customers, hand over registration cards, and request that they fill them before joining the queue.
• Assist with self-service kiosks (when introduced).
• Monitor billing counter queues and guide customers to less crowded desks.
• If queues increase at billing counters, alert the in-charge to open a standby counter.
• Assist parents with children during billing; escort them to the relevant department/area.
• Ensure consultant chambers are cleaned and ready for the next consultant, as per the checklist.

Handling Delays:

• Track each consultant’s appointment flow. Monitor customers waiting over 15 minutes, identify the cause of the delay, speak to the customer personally, and offer alternatives.
• Take rounds in Radiology and Lab; if patients are waiting over 30 minutes, speak with them and ensure they’re kept informed.
• Proactively anticipate delays or potential issues and be prepared with solutions.
• Act as the SPOC for all PHC customers: supervise their entire journey, coordinate with stakeholders to ensure timely consultations, and minimize waiting time.
• Ensure all SOPs are followed and that every customer receives “Care Like No Other.”