OP Coordinator

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 days 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 consultants 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 theyre 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.