Secretary - Operations

• Manage OPD reception and provide courteous assistance to patients and attendants.

• Register new and returning patients and maintain accurate patient information.

• Schedule, reschedule, and cancel patient appointments as required.

• Coordinate doctor appointments, consultation schedules, and patient flow.

• Maintain OPD records, files, registers, and relevant documentation.

• Handle telephone calls, patient enquiries, and appointment-related queries.

• Coordinate with doctors, nurses, billing, diagnostics, pharmacy, and other hospital departments.

• Ensure patient records and documents are available before consultations.

• Guide patients regarding consultation rooms, investigations, billing, and other hospital services.

• Maintain confidentiality of patient information and hospital records.

• Prepare daily OPD lists, reports, and other administrative documents as required.

• Assist with billing coordination and collection-related documentation where applicable.

• Monitor waiting areas and communicate delays or schedule changes to patients.

• Maintain a professional, clean, and organized reception/secretarial area.

• Handle emails, correspondence, photocopying, scanning, and other administrative tasks.

• Escalate patient complaints or operational issues to the appropriate supervisor.

• Follow hospital policies, procedures, infection-control requirements, and patient-safety standards.

• Perform any other duties assigned by the OPD Manager or Hospital Administration.

Required Qualifications

• Graduate or diploma in any relevant discipline.

• Prior experience in hospital/clinic administration, front office, or medical reception is preferred.

• Basic computer proficiency, including MS Office and hospital/clinic management software.

• Good written and verbal communication skills.

• Ability to communicate professionally with patients, doctors, nurses, and other staff.

Key Skills

• Patient handling and customer service

• Appointment scheduling

• Medical record management

• Telephone and email etiquette

• Data entry and documentation

• Computer and MS Office skills

• Communication and interpersonal skills

• Multitasking and time management

• Attention to detail

• Confidentiality and professionalism

• Ability to work under pressure

Experience

Preferred: 1–3 years of experience in a hospital, clinic, diagnostic centre, or healthcare front-office environment.

Performance Indicators

• Accurate and timely patient registration

• Efficient appointment and patient-flow management

• Accuracy of OPD records and documentation

• Patient service and communication quality

• Timely coordination with doctors and hospital departments

• Compliance with hospital policies and confidentiality requirements