Receptionist Protocol
Role & Responsibilities
2 Responsibilities
As a receptionist at Nordic Health Group, you are at the forefront of our patient interactions and play a vital role in ensuring the smooth operation of our clinics. Your responsibilities are crucial to maintaining our high standards of service and care.
2.1 Core Responsibilities
These are the core responsibilities you must adhere to in your role, in prioritized order, ensuring that you never lose focus on any of these essential tasks. The four responsibilities are elaborated with a set of objectives on which you will be measured and that determine the success of your role.
2.1.1 Efficient Booking & Conversion
2.1.1.1 Ensuring efficient booking with no avoidable gaps in the schedule
2.1.1.2 Achieving a conversion rate of above 50% from consultation to treatment.
2.1.2 Reviews and Satisfied Patients
2.1.2.1 Ensuring high patient satisfaction with a minimum review score of 4.7 on Google and Trustpilot.
2.1.2.2 Ensuring that more than 10% of patients leave reviews.
2.1.3 Payment & Invoicing
2.1.3.1 Guaranteeing that all patients are billed correctly, with no payment or invoice errors.
2.1.4 Collaboration & Facility Management
2.1.4.1 Ensuring adherence to the Facility Standard Protocol and addressing and resolving issues immediately.
2.1.4.2 Restocking marketing materiel and patient refreshments.
2.1.4.3 Ensuring seamless collaboration with colleagues to facilitate smooth clinic operations and efficient workflow.
2.2 Follow-Up and Accountability
Your supervisor will conduct monthly follow-ups to monitor adherence to these performance metrics, ensuring that all processes are being followed consistently. This means you must follow the provided instructions.
Ensure that you prioritize these four core responsibilities for all patients at all shifts every time
Your supervisor will invite you to an annual performance review. However, your performance will be closely monitored throughout the year If any of the objectives are not met, follow-up actions will be taken to address the issue.
3 Routines for Receptionists
As a receptionist at Nordic Health Group, it is essential to ensure that multiple tasks are completed throughout the day to maintain the clinic's high standards of service and care. In order to ensure to reach your objectives, this is a throughout guide of items to review and complete during your shift The steps must be followed at every shift.
3.1 Daily Routines for Receptionists
3.1.1 Start of Day & Facilities Check Routines
As part of the preparations for a new workday, it is your responsibilily to ensure a clean, organized, and welcoming environment, which is essential for both patient comfort and staff efficiency. The following steps should therefore be carried out at the beginning of each shift.
3.1.1.1 As the first thing, check supplies in the restrooms (toilet paper, paper towels, soap, etc.).
3.1.1.2 Check supplies for the reception, and make sure health declarations are printed, and brochures are available.
3.1.1.3 Restock any materials (e.g., brochures, coffee, tea) as needed.
3.1.1.4 Ensure all equipment, such as computers and lights, is functioning properly.
3.1.1.5 Make sure the premises are clean and tidy, and remove any boxes, dirt, or dishware in accordance with our Facility Standard Protocol (see “NHG How-to Guide” , “Facility Standard Protocol”).
3.1.1.6 Make sure light is turned on
3.1.1.7 Make coffee and tea available for the patients and refill during the day.
3.1.1.8 Water the plants
2.1.1 Ensure that calm and relaxing music is playing
2.1.2 Start your computer and login relevant systems (Salesforce, Slack, mail) and check for any updates or messages (see “NHG How-to Guide”, “Logging in to Salesforce”, “Handling Calls Using AirCall” and “Logging into Slack”)
3.1.2 Welcoming patients
The first impression is crucial. Greet each patient with warmth and professionalism to set a positive tone for their visit and ensure they feel valued.
3.1.2.1 Ensure that the reception is always staffed.
3.1.2.2 Greet each patient warmly upon arrival.
3.1.2.3 Mark when the patient as arrived or is a no show (see “NHG How-to Guide”, “Change status for patients”).
3.1.2.4 Address any delays or issues promptly.
3.1.2.5 Ensure each patient has filled in a digital health declaration. If not, ask the patient to complete the form manually. When you have checked that the file is correctly uploaded you must shred the health declarations to secure confidential information (see “NHG How-to Guide”, “Health Declarations”)
3.1.2.6 Ensure to offer water, tea, or coffee.
3.1.2.7 Direct the patient to the appropriate waiting area.
3.1.2.8 Make sure to hand out a brochure to all patients who are at a consultation before leaving the clinic.
Please note: Usage of phone or computer for private purposes is not allowed. Spend the time in between tasks with talking to the patients and nursing them. During the patient’s stay, you must engage with each patient for at least 5 minutes to build rapport.
3.1.3 Converting patients
Booking patients for treatment after a consultation is key for receptionist. Patients are 50% more likely to proceed with treatment if they book their appointment while still at the clinic, rather than deciding later. While we do not engage in high-pressure sales tactics, patients come to us with a problem they would like to have resolved. We recognize the importance of helping patients make timely decisions about their treatment.
3.1.3.1 As soon as the patient’s appointment is completed, schedule any necessary follow-up appointments or calls before the patient leaves.
3.1.3.2 All patients should be met in an engaging tone and asked how their appointment went.
3.1.3.3 Approach the booking process with the assumption that they will proceed with the treatment.
3.1.3.4 Avoid asking "Would you like to book an appointment?". Instead, use positive and assumptive language to guide the patient towards booking a treatment. Express that you hope they had a positive experience, and follow up with, for example: “I can see that our schedule is filling up, but we have an available slot for treatment in two weeks at 11 AM. Does that time work for you?"
3.1.3.5 Explain to patients that timely treatment can prevent their condition from worsening and that it does not heal itself.
3.1.3.6 Mention that booking now ensures they receive prompt care, which often lead to better outcomes. International guidelines recommend early treatment
3.1.3.7 If a patient is interested but hesitant to book immediately, offer to follow up with them within a few days. Create a “Task” in Salesforce for the Secretary team in Copenhagen, schedule it as appropriate depending on the patient, and provide a description about the patient’s considerations (see “NHG How-to Guide” , “Create Tasks”)
3.1.3.8 Ensure that they leave the clinic with clear information on how to contact us directly for any further questions or to book their treatment.
3.1.4 Booking patients
Timely and efficient scheduling is key to patient satisfaction and clinic productivity. Ensure appointments are managed to provide optimal care and minimize wait times (see “NHG Howto Guide”, “Create an appointment for the patient”).
3.1.4.1 Ensure that the first available time in the schedule is offered
3.1.4.2 Ensure there is no unnecessary gaps in the schedule.
3.1.4.3 When you want to create a booking, you should do it by using the soft bookings. If soft bookings are not available in case of a late cancellation or similar, you can create an appointment directly instead.
3.1.4.4 It's important to check that the date and time of the appointment you have selected are correct.
3.1.4.5 Answer any questions the patients might have to their appointment (see “NHG How-to Guide”, “Finding Information in the Patient Record”).
3.1.5 Handling Payment
Accurate and secure payment processing is essential for a smooth patient experience. Handle transactions with transparency and efficiency.
3.1.5.1 When a patient arrives at the clinic process payments accurately using the Nets terminal or Swish before the appointment starts. Collecting payment before the appointment eliminates the risk of non-payment after services have been provided and allows for a smoother and more efficient operational flow.
3.1.5.2 The patient can either pay by card or by Swish (see “NHG How-to Guide” , “Payment”).
3.1.5.3 We do not accept cash.
3.1.5.4 No appointment can continue before the payment has been made. If the payment cannot be processed (e.g., card declined), contact the Head Office (HQ) immediately for further instructions before starting the consultation or treatment.
3.1.5.5 If patients is using a financing solution or has made a bank transfer, it will be visible in the patient file and written in a recent journal note.
3.1.5.6 If the patient has paid, you must create an invoice for the appointment.
3.1.5.7 Always create the invoice immediately after payment to minimize errors, as the details will be fresh in your memory.
3.1.5.8 If a patient for some reason don’t have to pay, please do not make an invoice. If you make an invoice for 0 kronor, then the financial department will have extra work to do.
3.1.6 Review Collection
Collecting patient reviews is a crucial part of your role as a receptionist at Nordic Health Group. Patient feedback helps us continuously improve our services and maintain our reputation.
3.1.6.1 Engage with each patient for at least 5 minutes to make them feel welcomed and prioritized.
3.1.6.2 Build a rapport and show genuine interest in their well-being and experience.
3.1.6.3 After the consultation or treatment, or when appropriate, tell the patient that you hope they are satisfied with their journey with us so far.
3.1.6.4 Use this moment to segue into requesting a review and kindly ask the patient if they can leave a review on Google while they are still at the clinic.
3.1.6.5 Use a friendly and natural approach: "I'm glad to hear that you had a good experience. If you have a moment, could you please help me, and leave us a review on Google? It really helps us to continue improving our services."’
3.1.6.6 Ask the patient if they have a Google account and have them submit a review (see “NHG How-to Guide”, “Requesting a Google review”).
3.1.6.7 If the patient is unable or unwilling to create a Google account, kindly ask them to leave a review on Trustpilot (see “NHG How-to Guide”, “Requesting a Trustpilot review”).
Approach Tips for Asking Reviews
• Engage with each patient during their stay and all the way until you ask for a review.
• Approach the patient with genuine interest and care. Ensure that your request for a review feels like a natural extension of the conversation.
• Let the patient know exactly how their feedback helps improve the services. "Your feedback really helps us to improve and provide the best possible care."
• Help if they are unsure how to leave a review. Demonstrate the process on your device or guide them step-by-step.
• If the patient seems hesitant or uninterested, respect their choice and thank them for their time.
3.1.7 Ensure a Positive Send-Off
Ensuring that each patient leaves the clinic with a positive impression is just as important as their experience during their visit. A thoughtful and well-handled send-off reinforces the patient’s confidence in the care they have received and leaves them with a clear understanding of the next steps in their treatment journey.
3.1.7.1 If the patient attended a consultation, proactively ask them about booking a treatment.
3.1.7.2 Verify the accuracy of any booked appointments.
3.1.7.3 Confirm that payment has been processed and the invoice created.
3.1.7.4 Ensure a review has been requested or collected.
3.1.7.5 Before the patient leaves, express your hope that they had a positive experience during their visit.
3.1.7.6 For patients who have completed a consultation, make sure to provide them with a brochure.
3.1.7.7 Ensure the patient clearly understands the next steps in their treatment process. This includes explaining any scheduled follow-up appointments, necessary treatments, or actions they need to take at home.
3.1.7.8 Provide specific instructions and reassure them that they can contact the clinic if they have any questions or concerns.
3.1.8 Collaboration and Facility Management
Teamwork for making the clinic operate smoothly is essential for providing top-notch care. Likewise, is taking care of the overall clinic experience for our patients. During any shits it is expected that you work together seamlessly to support each other and ensure the best outcomes for our patients.
3.1.8.1 Assist nurses and other staff with tasks such as unpacking supplies or fetching necessary items.
3.1.8.2 Be proactive in offering help to nurses to ensure the clinic runs smoothly.
3.1.8.3 It is your responsibility to ensure availability of patient information materials. Restock if necessary (see “NHG How-to Guide”, “Orders of Marketing and Patient Information Material” .
3.1.8.4 Ensure availability of patient refreshments, such as coffee, tea, and water. It is your responsibility to ensure restocking if necessary. If needed, coffee and tea can be bought locally from the nearest supermarket by:
• Cover the cost upfront; you will be reimbursed upon submitting the receipt to our finance department via Planet.
• Using a Pleo-card. Contact your Clinic Coordinator if you need assistance or experiences issues with restocking patient refreshments.
3.1.8.5 Ensure that the clinic is always presentable, clean, and tidy, and adheres to the guidelines described in the Facility Standard Protocol (see “NHG How-to Guide” , “Facility Standard Protocol”).
3.1.8.6 Conduct checks regularly during the day to ensure compliance with the Facility Standard Protocol (see “NHG How-to Guide” , “Facility Standard Protocol”).
3.1.8.7 Resolve any minor issues, such as replacing light bulbs, tightening screws, fixing network issues, or addressing printer malfunctions or arranging for someone to handle these tasks (see “NHG How-to Guide” , “Facility Standard Protocol”).
3.1.8.8 If any of the following does not live up to the standards specified in the Facility Standard Protocol, contact your Clinic Coordinator immediately:
• Proper signage and Navigation
• Proper cleanliness and tidiness
• A welcoming waiting area
(see “NHG How-to Guide”, “Facility Standard Protocol”)
3.1.8.9 Ensure that all equipment, such as computer, phone, printer etc, are in good working condition or contact your Clinic Coordinator immediately.
3.1.8.10 You must address or resolve any issues that arise promptly and efficiently.
3.1.8.11 If relevant, coordinate with other departments to ensure smooth operations.
3.1.9
End of day routine
Closing procedures are vital for preparing the clinic for the next clinic day and for reporting to your manager. Ensure all tasks are completed to maintain a high standard of readiness and organization
3.1.9.1 Reconcile the payment terminal at the end of the day (see “NHG How-to Guide”, “Reconciliation of the Payment Terminal”)
3.1.9.2 Restock any non-medical supplies and materials as needed.
3.1.9.3 Make sure the premises are clean and tidy and in accordance with our Facility Standard Protocol (see “NHG How-to Guide”, “Facility Standard Protocol”).
3.1.9.4 Access the review platforms (Google and Trustpilot) to verify new reviews (sometimes a review can be held back for controlling and will be published later).
3.1.9.5 Complete the End of day Report (see “NHG How-to Guide”, “Submitting the Daily Report”).
3.1.9.6 Turn off all the lights and equipment
3.1.9.7 Close all windows and lock the doors.
3.2 Short Checklist for Each Patient
3.2.1 Welcome the Patient
1. Greet the patient warmly and professionally.
2. Offer water, tea, or coffee while they wait.
3. Mark the patient as arrived in the system.
4. Ensure the patient has completed a health declaration.
3.2.2 Convert the Patient to Treatment
1. Spend at least 5 minutes engaging with the patient to build rapport.
2. Use positive and assumptive language to encourage the patient to book a treatment.
3. Schedule a follow-up appointment or treatment before the patient leaves the clinic.
3.2.3 Handle Payment
1. Handle payment before the consultation begins.
2. Create and save the invoice in the patient’s record immediately after payment
3.2.4 Request a Review
1. Kindly ask the patient to leave a review on Google or Trustpilot while still at the clinic
3.2.5 Ensure a Positive Send-Off
1. Convey your hope that the patient had a positive experience.
2. Provide brochures to patients who completed a consultation.
3. Clearly explain the next steps and how to reach the clinic if needed.