Front Office Receptionist

JOB DESCRIPTION – FRONT OFFICE RECEPTIONIST

Department

Front Office

Reporting To

Operations Manager / Laboratory Manager

Location

Bengaluru

Employment Type

Full-time

Key Responsibilities

WhatsApp & Customer Query Management

Monitor and respond promptly to incoming WhatsApp messages from pet owners, veterinary doctors, clinics and other clients.

Attend to enquiries regarding available tests, sample requirements, test prices, sample pickup, report status, turnaround time and payment procedures.

Provide accurate information using the laboratory's approved test menu, price list and SOPs.

Forward technical, medical or diagnostic queries to the concerned Pathologist/technical team and ensure timely follow-up.

Maintain professional, polite and clear communication with clients at all times.

Follow up with clients when additional information, samples or documents are required.

Coordinate with the sample collection/pickup team based on client requests.

Ensure unanswered WhatsApp queries are followed up and closed appropriately.

Maintain a record of important client queries, complaints and follow-up requirements.

Telephone Enquiries

Attend incoming calls promptly and professionally.

Understand the client's requirement and provide appropriate information.

Coordinate with the laboratory team for technical queries.

Record and follow up on unresolved enquiries.

Escalate complaints or urgent matters to the Operations Manager.

Report-Related Queries

Respond to routine enquiries regarding report availability and expected turnaround time.

Coordinate with the technical team regarding delayed or pending reports.

Send reports only through authorized channels to the appropriate client/clinic.

Never independently interpret or explain abnormal laboratory findings.

Escalate requests for interpretation or clinical advice to the Pathologist.

Sample & Pickup Coordination

Receive requests for sample collection through phone and WhatsApp.

Collect required details such as clinic/client name, location, patient details, sample type and tests requested.

Coordinate with the pickup team and confirm the pickup with the client.

Inform clients about applicable pickup charges as per laboratory policy.

Follow up on pending or unsuccessful pickups.

Billing & Payment Queries

Respond to routine enquiries regarding test charges and payment options.

Generate invoices and receipts.

Coordinate regarding pending payments and outstanding accounts.

Maintain accurate records of collections and credit transactions.

Customer Service Expectations

The receptionist should ensure that every WhatsApp message, telephone call and client enquiry receives a timely response or appropriate follow-up.

The employee should

Respond politely and professionally.

Avoid leaving client messages unanswered.

Never guess or provide incorrect technical information.

Escalate technical/diagnostic questions to the Pathologist.

Maintain complete confidentiality of patient and client information.

Handle complaints calmly and escalate them when necessary.

Performance Indicators

Response time to WhatsApp and telephone enquiries.

Percentage of queries appropriately resolved/followed up.

Accuracy of information provided.

Sample pickup coordination efficiency.

Client satisfaction.

Report communication efficiency.

Billing and data-entry accuracy.

Proper escalation of technical and diagnostic queries.

Pay

₹20,300.00 - ₹30,000.00 per month

Benefits

Internet reimbursement

Ability to commute/relocate

Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Education

Bachelor's (Required)

Experience

Hospitality

3 years (Required)

Language

English (Required)

Location

Bengaluru, Karnataka (Required)

Work Location

In person