Free Hospital Front Desk Coordinator Course (1year Diploma Course)

Hospital Front Desk Coordinator click here

        Brief Job Description:- Individuals in this job are usually the first contact point in healthcare organizations encountered by patients and visitors, whether on the phone, online or in person. They assist in coordination at Front Desk at Healthcare Facility

Personal Attributes: -The job requires individuals to have good communication skills and ability to handle a high level of stress and activity while managing fast- paced office duties. They must be computer savvy. They must be skilled to interact with a wide range of personality types in both pleasant and difficult situations . The job requires individuals to possess key qualities such as patience, confidence, maturity, compassion, patient centricity, good listening circumstances Hospital Front Desk Coordinator Course.

Customer Interaction and Handling Hospital Front Desk Coordinator Course:- To be competent, the user/individual on the job must be able to

PC1. analyse the requirement of visitors and answer the queries accordingly.

 PC2. handle the queries received over a phone/mail/visiting patients etc. applying relevant medical words & terms used in hospitals.

 PC3. coordinate for care needs with other care providers through appropriate communication method.

PC4. manage need and requirement of patient’s relative and hospital/clinic staff.

 PC5. enter patient details and other data in Hospital Information System/relevant communication channel.

 PC6. Up- to-date with latest details & schedules of Doctors, specialties, appointment timings, bed occupancy, approx. discharge timings, cost etc.

Manage patient flow:- PC7. manage requirements of patients, their attendants & visitors from admission to discharge

 PC8. manage requirements of doctors & hospital staff

 PC9. manage special requirements of differently abled persons or special needs required by patients

PC10. handle tactfully Officials & VIPs as per the needs in accordance to hospital policies

 PC11.ensure smooth patient flow within the hospital Hospital Front Desk Coordinator Course.

 PC12. ensure hospital environment is comfortable & pleasing to patients, visitors, employees & others

Carry out patient registration Hospital Front Desk Coordinator Course:- registration

PC13. collect information and documents for patient registration complying with regulatory and organizational requirements

 PC14. cross check the identity document details of the patients against original

PC15. complete the registration details after interacting with the patient/attenders & concerned physician on details including room type, room number, tariff details, health insurance details, payment method etc.

 PC16.receive patient/attendant signature on completed patient registration document

 PC17. update the patient registration details to relevant authority.

PC18. return the original document immediately after scanning or copying

 PC19. ensure all mandatory patient details are captured as per regulatory requirement

PC20. cross check patient details appropriately for patient identification purposes

Legal & ethical aspects of front desk management Hospital Front Desk Coordinator Course:-

PC21. address the concerns as per the set TAT (Turn Around Time) criteria for the area involved.

 PC22. set different goals for patient care keeping in mind the hospitals policy

PC23. raise alarm and announce emergency code as defined & as per situation

 PC24 maintain confidentiality of patient records, medico legal cases, preservation, information management

 PC 25. comply with relevant legislation, standards, policies and procedures

Assist for TPA services:- services PC26.assist for queries regarding availing of medical insurance

 PC27. direct the patient/attenders to the concerned department or authority

PC28. assist for various third party payment mechanisms including CGHS, ECHS, Public Sector undertakings, types of special arrangements , Universal Health Insurance coverage scheme in prevalent states

PC29. ensure eligible person is availing the facility

Provide comfort to visitors/customers and patients as per organizational process Hospital Front Desk Coordinator Course:-

To be competent, the user/individual on the job must be able to

 PC1. maintain service excellence in healthcare settings keeping empathy, passion and patience Hospital Front Desk Coordinator Course.

PC2. meet patients / visitors expectations as much as possible in various hospital areas in accordance to organizational policies

 PC3. coordinate to address complaints related to service provided

PC4. ensure corrective & preventive actions are taken timely for patients / visitors concerns

PC5. know the departmental process and adhere to them while assisting

PC6. indulge in training at regular intervals to learn best practices

PC7. apply process quality tools used in the organization as directed

Process payments transactions & Reconcile patient accounts Hospital Front Desk Coordinator Course:- To be competent, the user/individual on the job must be able to

 PC1. identify the services being rendered to the client

 PC2. assess accurateness of the invoice generated through various means

PC3. check that payments from patients are valid and accurate

PC4. record payments from patients promptly and accurately as per organizational policies

 PC5. record clearly and accurately the reasons if payments are overdue Hospital Front Desk Coordinator Course.

PC6. identify problems accurately and sort them out promptly

 PC7. inform senior or concerned authority promptly about any problems which can’t be sorted out

 PC8. store collected payments securely and in line with organization policies.

 PC9. check that charges, credits made to patient accounts are correct

 PC10.identify and sort out problems with patient accounts

 PC11.inform senior or concerned authority promptly about problems with patient accounts which are beyond the limits of competence & authority

Communicating & maintaining professional behavior with co-workers and patients & their families:- To be competent, the user/individual on the job must be able to

 PC1. communicate effectively with all individuals regardless of age, caste, gender, community or other characteristics without using terminology unfamiliar to them

PC2. utilize all training and information at one’s disposal to provide relevant information to the individual

PC3. confirm that the needs of the individual have been met

PC4. respond to queries and information needs of all individuals Hospital Front Desk Coordinator Course.

PC5. adhere to guidelines provided by one’s organization or regulatory body relating to confidentiality

PC6. respect the individual’s need for privacy

 PC7. maintain any records required at the end of the interaction

Working with other people to meet requirements:- PC8. integrate one’s work with other people’s work effectively

PC9. utilize time effectively and pass on essential information to other people on timely basis

PC10. work in a way that shows respect for other people

PC11. carry out any commitments made to other people

PC12. reason out the failure to fulfill commitment

 PC13. identify any problems with team members and other people and take the initiative to solve these problems

Establishing and managing requirements:- PC14. clearly establish, agree, and record the work requirements

PC15. ensure his/her work meets the agreed requirements

 PC16. treat confidential information correctly Hospital Front Desk Coordinator Course.

PC17. work in line with the organization’s procedures and policies and within the limits of his/her job role

Acting within the limit of one’s competence and authority:- To be competent, the user/individual on the job must be able to

 PC1. adhere to legislation, protocols and guidelines relevant to one’s role and field of practice

 PC2. work within organizational systems and requirements as appropriate to one’s role

PC3. recognize the boundary of one’s role and responsibility and seek supervision when situations are beyond one’s competence and authority

 PC4. maintain competence within one’s role and field of practice

Following the code of conduct and demonstrating best practices in the field:- PC5.maintain personal hygiene and contribute actively to the healthcare ecosystem

PC6.use relevant research based protocols and guidelines as evidence to inform one’s practice

PC7.promote and demonstrate good practice as an individual and as a team member at all times

PC8.identify and manage potential and actual risks to the quality and safety of practice

 PC9.evaluate and reflect on the quality of one’s work and make continuing improvements

Complying the health, safety and security requirements and procedures for workplace:-

To be competent, the user/individual on the job must be able to Hospital Front Desk Coordinator Course.

 PC1. identify individual responsibilities in relation to maintaining workplace health safety and security requirements

 PC2. comply with health, safety and security procedures for the workplace

PC3. comply with health, safety and security procedures and protocols for environmental safety

Handling hazardous situation:- PC4. identify potential hazards and breaches of safe work practices

 PC5. identify and interpret various hospital codes for emergency situations

PC6. correct any hazards that individual can deal with safely, competently and within the limits of authority

 PC7. provide basic life support (BLS) and first aid in hazardous situations, whenever applicable

 PC8. follow the organization’s emergency procedures promptly, calmly, and efficiently

 PC9. identify and recommend opportunities for improving health, safety, and security to the designated person

PC10. complete any health and safety records legibly and accurately

Reporting any hazardous situation:-

PC11. report any identified breaches in health, safety, and security procedures to the designated person Hospital Front Desk Coordinator Course.

PC12. promptly and accurately report the hazards that individual is not allowed to deal with to the relevant person and warn other people who may get affected

Classification of the Waste Generated, Segregation of Biomedical Waste ,Proper collection and storage of Waste:- To be competent, the user/individual on the job must be able to

PC1. handle, package, label, store, transport and dispose of waste appropriately to minimize potential for contact with the waste and to reduce the risk to the environment from accidental release

PC2.store clinical or related waste in an area that is accessible only to authorized persons

 PC3. minimize contamination of materials, equipment and instruments by aerosols and splatter

Complying with an effective infection control protocols:- PC4. apply appropriate health and safety measures following appropriate personal clothing & protective equipment for infection prevention and control

PC5. identify infection risks and implement an appropriate response within own role and responsibility in accordance with the policies and procedures of the organization

PC6. follow procedures for risk control and risk containment for specific risks. Use signs when and where appropriate

 PC7. follow protocols for care following exposure to blood or other body fluids as required

 PC8. remove spills in accordance with the policies and procedures of the organization

PC9.clean and dry all work surfaces with a neutral detergent and warm water solution before and after each session or when visibly soiled

 PC10. demarcate and maintain clean and contaminated zones in all aspects of health care work

 PC11. confine records, materials and medicaments to a well‐designated clean zone Hospital Front Desk Coordinator Course.

PC12. confine contaminated instruments and equipment to a well‐designated contaminated zone

PC13. decontaminate equipment requiring special processing in accordance with quality management systems to ensure full compliance with cleaning, disinfection and sterilization protocols

 PC14. replace surface covers where applicable

 PC15. maintain and store cleaning equipment

PC16. report and deal with spillages and contamination in accordance with current legislation and procedures

Maintaining personal protection and preventing the transmission of infections from person to person:- PC17. maintain hand hygiene following hand washing procedures before and after patient contact /or after any activity likely to cause contamination

 PC18. cover cuts and abrasions with water‐proof dressings and change as necessary

PC19.change protective clothing and gowns/aprons daily, more frequently if soiled and where appropriate, after each patient contact

 PC20. perform additional precautions when standard precautions alone may not be sufficient to prevent transmission of infection

Guidelines for Assessment:- 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each

 PC. 2. The assessment for the theory part will be based on knowledge bank of questions created by the

SSC. 3. Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option NOS/set of NOS.

4. Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/training center based on this criterion.

 5. To pass the Qualification Pack , every trainee should score a minimum of 70% of aggregate marks to successfully clear the assessment.

 6. In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.

accomplish allocated task at hospital front desk:-

PC1. Analyse the requirement and answer the queries accordingly

PC2. Handle the queries received over a phone/mail/visiting patients etc. applying relevant medical words & terms used in hospitals

PC3. Coordinate for care needs with other care providers through appropriate communication method Hospital Front Desk Coordinator Course.

PC4. Manage need and requirement of patient’s relative and hospital/clinic staff.

PC5. Enter patient details and other data in Hospital Information System/relevant communication channel.

PC6. Up- to-date with latest details & schedules of Doctors, specialties, appointment timings, bed occupancy, approx. discharge timings, cost etc.

PC7. Manage requirements of patients, their attendants & visitors from admission to discharge

PC8. Manage requirements of Doctors & hospital staff

PC9 Manage special requirements of differently abled persons or special needs required by patients

PC10. Handle tactfully Officials & VIPs as per the needs in accordance to hospital policies

PC11.Ensure smooth patient flow within the hospital

PC12. Ensure hospital environment is comfortable & pleasing to patients, visitors, employees & others

PC13. Collect information and documents from new patient or recheck of repeat patient for patient registration with compliance to regulatory and organizational requirements

PC14. Cross check the identity document details of the patients against origina

PC15. Complete the registration details after interacting with the patient/attenders & concerned physician on details including room type, room number, tariff details, health insurance details, payment method etc.

PC16.. Receive patient signature on completed patient registration document

PC17. Update the patient registration details to relevant authority.

PC18. Return the original document immediately after scanning or copying

PC19. Ensure all mandatory patient details are captured as per regulatory requirement

PC20. Cross check patient details appropriately for patient identification purposes

PC21. Address the concerns as per the set TAT (Turn Around Time) criteria for the area involved.

PC22. Set different goals for patient care keeping in mind the hospitals policy

PC23. Raise alarm and announce emergency code as defined & as per situation

PC24 Maintain confidentiality of patient records, medico legal cases, preservation, information management

PC25. Comply with relevant legislation, standards, policies and procedures

PC26. Assist for queries regarding availing of medical insurance

PC27.Direct the patient/attenders to the concerned department or authority

PC28.Assist for various third party payment mechanisms including CGHS, ECHS, Public Sector undertakings, types of special arrangements , Universal Health Insurance coverage scheme in prevalent states

PC29. Ensure eligible person is availing the facility

Ensure Customer Service Excellence & Patient Satisfaction:-

PC1. Maintain service excellence in healthcare settings keeping empathy, passion and patience

 PC2. Meet patients / visitors expectations as much as possible in various hospital areas in accordane to organizational policies

PC3. Coordinate to address complaints related to service provided

PC4. Ensure corrective & preventive actions are taken timely for patients / visitors concerns

PC5. Know the departmental process and adhere to them while assisting

PC6. Indulge in training at regular intervals to learn best practices

PC7. Apply process quality tools used in the organization as directed

Perform billing activities:-

PC1. Identify the services being rendered to the client

PC2. Assess accurateness of the invoice generated through various means

PC3. Check that payments from patients are valid and accurate

PC4. Record payments from patients promptly and accurately as per organizational policies

PC5. Record clearly and accurately the reasons if payments are overdue.

PC6. Identify problems accurately and sort them out promptly.

PC7. Inform senior or concerned authority promptly about any problems that you cannot sort out

PC8. Store collected payments securely and in line with organization Policies

PC9. Check that charges, credits made to patient accounts are correct

PC10. Identify and sort out problems with patient accounts

PC11. Inform senior or concerned authority promptly about problems with patient accounts which are beyond the limits of competence & authority

 Maintain Interpersonal relationship with colleagues, patients and others:-

PC1. Communicate effectively with all individuals regardless of age, caste, gender, community or other characteristics without using terminology unfamiliar to them

PC2. Utilize all training and information at one’s disposal to provide relevant information to the individual

PC3. Confirm that the needs of the individual have been met

PC4. Respond to queries and information needs of all individuals

PC5. Adhere to guidelines provided by one’s organization or regulatory body relating to confidentiality

PC6. Respect the individual’s need for privacy

PC7. Maintain any records required at the end of the interaction

PC8. Integrate one’s work with other people’s work effectively

PC9. Utilize time effectively and pass on essential information to other people on timely basis

PC10. Work in a way that shows respect for other people

PC11. Carry out any commitments made to other people

PC12. Reason out the failure to fulfill commitment

PC13. Identify any problems with team members and other people and take the initiative to solve these problems

PC14. Clearly establish, agree, and record the work requirements

PC15. Ensure his/her work meets the agreed requirements

PC16. Treat confidential information correctly

PC17. Work in line with the organization’s procedures and policies and within the limits of his/her job role

Maintain professional & medicolegal conduct:-

PC1. Adhere to legislation, protocols and guidelines relevant to one’s role and field of practice

PC2. Work within organizational systems and requirements as appropriate to one’s role

PC3. Recognize the boundary of one’s role and responsibility and seek supervision when situations are beyond one’s competence and authority

PC4. Maintain competence within one’s role and field of practice

PC5. Maintain personal hygiene and contribute actively to the healthcare ecosystem

PC6. Use relevant research based protocols and guidelines as evidence to inform one’s practice

PC7. Promote and demonstrate good practice as an individual and as a team member at all times

PC8. Identify and manage potential and actual risks to the quality and safety of practice

PC9. Evaluate and reflect on the quality of one’s work and make continuing improvements

Maintain a safe, healthy and secure working environment:-

PC1. Identify individual responsibilities in relation to maintaining workplace health safety and security requirements

PC2. Comply with health, safety and security procedures for the workplace

PC3. Comply with health, safety and security procedures and protocols for environmental safety

PC4. Identify potential hazards and breaches of safe work practices

PC5. Identify and interpret various hospital codes for emergency situations

PC6. Correct any hazards that individual can deal with safely, competently and within the limits of authority

PC7. Provide basic life support (BLS) and first aid in hazardous situations, whenever applicable

PC8. Follow the organization’s emergency procedures promptly, calmly, and efficiently

PC9. Identify and recommend opportunities for improving health, safety, and security tothe designated person.

PC10. Complete any health and safety records legibly and accurately

PC11. Report any identified breaches in health, safety, and security procedures to the designated person

PC12. Promptly and accurately report the hazards that individual is not allowed to deal with, to the relevant person and warn other people who may get affected

biomedical waste disposal and infection control policies and procedures:-

PC1. Handle, package, label, store, transport and dispose of waste appropriately to minimize potential for contact with the waste and to reduce the risk to the environment from accidental release

PC2.Store clinical or related waste in an area that is accessible only to authorized persons

PC3. Minimize contamination of materials, equipment and instruments by aerosols and splatter

PC4. Apply appropriate health and safety measures following appropriate personal clothing & protective equipment for infection prevention and contro

PC5. Identify infection risks and implement an appropriate response within own role and responsibility in accordance with the policies and procedures of the organization

PC6. Follow procedures for risk control and risk containment for specific risks. Use signs when and where appropriate

PC7. Follow protocols for care following exposure to blood or other body fluids as required

PC8. Remove spills in accordance with the policies and procedures of the organization

PC9.Clean and dry all work surfaces with a neutral detergent and warm water solution before and after each session or when visibly soiled

PC10: Demarcate and maintain clean and contaminated zones in all aspects of health care work

PC11. Confine records, materials and medicaments to a well‐designated clean zone

PC12. Confine contaminated instruments and equipment to a well‐designated contaminated Zone

PC13. Decontaminate equipment requiring special processing in accordance with quality management systems to ensure full compliance with cleaning, disinfection and sterilization protocols

PC14. Replace surface covers where applicable

PC15. Maintain and store cleaning equipment

PC16. Report and deal with spillages and contamination in accordance with current legislation and procedures

PC17. Maintain hand hygiene following hand washing procedures before and after patient contact and/or after any activity likely to cause contamination

PC18. Cover cuts and abrasions with water‐proof dressings and change as necessary

PC19.Change protective clothing and gowns/aprons daily, more frequently if soiled and where appropriate, after each patient contact

PC20. Perform additional precautions when standard precautions alone may not be sufficient to prevent transmission of infection

Organizational Context:- The user/individual on the job needs to know and understand:

KA1. relevant up-to-date information on health, safety, and security that applies to the organization

KA2.organization’s emergency procedures and responsibilities for handling hazardous situations

 KA3. person(s) responsible for health, safety, and security in the organization

KA4. good personal hygiene practice including hand care

Technical Knowledge:- The user/individual on the job needs to know and understand:

 KB1. importance of and how to handle, package, label, store, transport and dispose of waste appropriately to minimize potential for contact with the waste and to reduce the risk to the environment from accidental release

KB2. the importance to adhere to the organizational and national waste management principles and procedures

KB3. the hazards and risks associated with the disposal and the importance of risk assessments and how to provide these

 KB4. the required actions and reporting procedures for any accidents, spillages and contamination involving waste

KB5. the requirements of the relevant external agencies involved in the transport and receipt of your waste

KB6. the importance of organizing, monitoring and obtaining an assessment of the impact the waste may have on the environment

 KB7. The current national legislation, guidelines, local policies and protocols which affect work practice

KB8. the policies and guidance that clarify scope of practice, accountabilities and the working relationship between yourself and others

KB9. identification and management of infectious risks in the workplace

KB10. aspects of infectious diseases including opportunistic organisms & pathogens

 KB11.basic microbiology including bacteria and bacterial spores, fungi, viruses

 KB12. the path of disease transmission including direct contact and penetratinginjuries, risk of acquisition

KB13. how to clean and sterile techniques

 KB14. susceptible hosts including persons who are immune suppressed, have chronic diseases such as diabetes and the very young or very old

KB15. routine surface cleaning procedures at the start and end of the day, managing a blood or body fluid spill

 KB16. sharps handling and disposal techniques

 KB17.effective hand hygiene including hand wash, surgical hand wash, when hands must be washed KB18. good personal hygiene practice including hand care

KB19. how to use personal protective equipment such as:

KB20. The personal clothing and protective equipment required to manage the different types of waste generated by different work activities

Core Skills/ Generic Skills:- The user/ individual on the job needs to know and understand how to:

SA1. report and record incidents

Reading Skills:- The user/individual on the job needs to know and understand how to:

SA2.read and understand company policies and procedures pertaining to managing biomedical waste and infection control and prevention

(Oral Communication (Listening and Speaking skills):- The user/individual on the job needs to know and understand how to:

 SA3. listen patiently

SA4. report hazards and incidents clearly with the appropriate level of urgency

Professional Skills:- The user/individual on the job needs to know and understand how to:

 SB1. take in to account opportunities to address waste minimization, environmental responsibility and sustainable practice issues

 SB2. apply additional precautions when standard precautions are not sufficient

Plan and Organize:- The user/individual on the job needs to know and understand:

SB3. consistently ensure instruments used for invasive procedures are sterile at time of use (where appropriate)

SB4. consistently follow the procedure for washing and drying hands

SB5. consistently maintain clean surfaces and limit contamination

Customer Centricity:- The user/individual on the job needs to know and understand how to:

 SB6.how to make exceptional effort to keep the environment and work place clean

Problem Solving:- The user/individual on the job needs to know and understand how to:

SB7. identify hazards and suggest effective solutions to identified problems pertaining to hospital waste and related infections

Analytical Thinking:- The user/individual on the job needs to know and understand how to:

SB8. analyze the seriousness of hazards pertaining to hospital waste and related infections

Critical Thinking:- The user/individual on the job needs to know and understand how to:

 SB9. apply, analyze, and evaluate the information gathered from observation, experience, reasoning, or communication, as a guide to act

SB10. take into account opportunities to address waste minimization, prevent infection, environmental responsibility and sustainable practice issues