This document outlines the responsibilities and etiquette required of front desk executives in a hospital setting. It discusses the importance of never leaving the front desk empty as it is the first point of contact for patients. The key responsibilities of front desk executives are identified as professionalism, promptness, courtesy, and teamwork. Various aspects of each responsibility are then defined, such as having a positive attitude, being punctual, treating all patients politely, and working cooperatively with other staff. The document emphasizes providing extraordinary patient service by exceeding expectations and treating each patient as an individual. It also notes the importance of effectively handling complaints and service recovery.

1. Front
Desk
Shymol Jobin
Shymol Jobin

2. FRONT OFFICE
The etiquettes of the front desk executives play a very dynamic
role in canvassing image of the Hospital
Never Leave the Desk Empty as it’s the first point of contact for
patients/bystanders it is rightly said
“Customers are Kings and Kings are never left
unattended’’.:

3. Front Desk Executive
1.Professionalism
2.Promtness
3. Courtesy
4.Team Work

4. Continued….
1.PROFESSIONALISM
Positive Attitude
Attentive – listen and care (make them know they matter)
Give accurate information, don’t be afraid to say “I don’t know,
but I will find out”
Friendly approach – watch for non-verbal and body language signs
Eye contact (best response in 2 seconds)
Learning to say no with tact and courtesy and confidence
Use names whenever possible
Stay positive
Work Ethics
Punctuality
Time Management
Manage multi-tasking
Follow the chain of command

5. Professionalism continued……
Etiquette
 Telephone
Greeting
 Holds
 Transfers
 Workspace
 Clean from clutter
 Organized (know where to find things and put them
back in their place)
 No food, drinks in covered containers
 Socializing limited to break times

6. Front Desk Executive continued…..
2) PROMPTNESS-
Promptness is integral as the receptionist is the
point of contact for the external customers as
well as the employees
3) COURTESY -
Attention needs to be given to every person who
walks in.
However important guests & clients should be
treated with more attention
Welcome everyone with a smile
Conduct with everyone has to be polite

7. Continued…..

8. Front Desk Executive continued…..
4. Teamwork
 Be respectful of all members of your team
 Be coachable and open minded to help offered by your
supervisor or other members of your team
 Be willing to work together to accomplish department
and institutional goals
 Be willing to be available and do your share of necessary
extras (take one for the team)
 Be willing to share you knowledge with others. Mentor
and support new team members
 Give recognition and credit wherever you can for a job
well done or a difficult situation well handled.

9. Team work Continued….
 Listen and be attentive to what your customer needs
 Communicate using clear business language and
remember to watch body language
 Be a life long learner at your job as well as your personal
education.
 Be understanding of all people and situations, especially
where you may have biases that are contrary
Always be willing to learn a new task versatility goes a long way

10. Quality Patient Care
“Quality is never an accident. It is
always the results of high intention,
sincere effort, intelligent direction and
skillful execution; it represents the
wise choice of many alternatives. ”

11. Providing Extraordinary Service
 Exceeds Patients ’ expectations
 Makes the Patients feel you CARE & are doing your best
 Value-for-money(time) services
 Under Promise & Over Deliver’
 Don’t pass the Patients/Bystanders in &around
 Treat every Patients/Bystanders as an individual with unique service
needs & expectations.
 Answer promptly to Patients/Bystanders needs
 Determined by degree of empathy, caring & individual attention
shown

12. Extraordinary Service Cont……..
 You represent the organization
 Every contact offers you a new opportunity for self- enrichment
 Handles emotional situations well
 Provides positive strokes where appropriate
 Undivided attention to your Patients/Bystanders
 Be natural, not fake or mechanical
 Be positive, energetic, helpful & cordial
 Be your Patients/Bystanders agent

13. What Do Patients/Bystanders Want?
 To receive an apology
 To be offered a “fair fix” for the problem
 To be treated in a caring manner
 Not treated liked a nuisance
 Effective service recovery procedures

14. service recovery
Complaints - best source of feedback o 54% - 70% of
customers return when their complaints are resolved
95% of customers become loyal when their complaints
are resolved quickly
Turn “upset” into “delighted”

15. SHYMOL JOBIN