HSSQ6101 Hospital Front Desk Coordinator v1!0!04!12!2020
HSSQ6101 Hospital Front Desk Coordinator v1!0!04!12!2020
HSSQ6101 Hospital Front Desk Coordinator v1!0!04!12!2020
Version: 1.0
NSQF Level: 4
Healthcare Sector Skill Council || Healthcare Sector Skill Council,520, DLF Tower A, 5th Floor, Jasola
District Centre
New Delhi – 110025
Contents
HSS/Q6101: Hospital Front Desk Coordinator ...................................................................................... 3
Brief Job Description ...................................................................................................................... 3
Applicable National Occupational Standards (NOS) ............................................................................. 3
Compulsory NOS ........................................................................................................................... 3
Qualification Pack (QP) Parameters .............................................................................................. 3
HSS/N6101: Accomplish allocated task at hospital front desk ............................................................. 5
HSS/N6102: Ensure Customer Service Excellence & Patient Satisfaction .......................................... 12
HSS/N6103: Perform Billing Activities ................................................................................................ 16
HSS/N9615: Maintain interpersonal relationship with patients, colleagues and others ...................... 21
HSS/N9616: Maintain professional & medico-legal conduct ............................................................... 27
HSS/N9617: Maintain a safe, healthy and secure working environment ............................................ 33
HSS/N9618: Follow infection control policies & procedures including biomedical waste disposal
protocols ............................................................................................................................................ 38
Assessment Guidelines and Weightage ............................................................................................. 44
Assessment Guidelines ............................................................................................................... 44
Assessment Weightage ............................................................................................................... 44
Acronyms ........................................................................................................................................... 46
Glossary ............................................................................................................................................. 47
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 fastpaced 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 listeningcircumstances.
Compulsory NOS:
7. HSS/N9618: Follow infection control policies & procedures including biomedical waste disposal
protocols
Sector Healthcare
Country India
NSQF Level 4
Version 1.0
Description
This OS unit is about the skills required for coordinating activities starting from patient/visitor interaction,
admission to discharge at healthcare facility
Scope
KU1. legislation, standards, policies, and procedures followed in the organization relevant to own
employment and performance conditions
KU2. hospital topography and spectrum of internal & external clients that visit the hospital
KU3. role and importance of the front desk in supporting healthcare operations
KU4. organization pricing, discount policy, documentation & reporting process
KU5. reporting structure, inter-dependent functions, lines and procedures
KU6. relevant occupational health and safety requirements applicable
KU7. healthcare delivery system & Universal/National Health Insurance programs
KU8. how to receive and make phone calls, including call forward/hold/mute
GS1. document call logs, reports, task lists, and schedules with co-workers
GS2. prepare status and progress reports
GS3. complete appropriate documentation
GS4. fill registration form by getting details form visitors/patient
GS5. read about services offered with reference to the organization
GS6. keep abreast with the latest knowledge by reading brochures, pamphlets, and circulars
GS7. read comments, suggestions, and responses to Frequently Asked Questions (FAQs)
GS8. interpret and follow operational instructions and prioritize work
GS9. discuss task lists, schedules, and work-loads with co-workers
GS10. avoid using jargon, slang or acronyms when communicating with a customer, unless it is
required
GS11. communicate in respectful form and manner
GS12. make decisions pertaining to the concerned area of work
GS13. plan and organize service feedback files/documents
GS14. manage relationships with customers who may be stressed, frustrated,confused, or angry
GS15. build customer relationships and use customer centric approach
GS16. think through the problem, evaluate the possible solution(s) and suggest an optimum /best
possible solution(s)
GS17. tackle complaints / grievances from internal & external clients and referring to the other
department, if & when required
GS18. analysis of feedbacks, complaints & grievances related to the front office
GS19. apply, analyze, and evaluate the information gathered from observation, experience,
reasoning, or communication, as a guide to thought and action
Assessment Criteria
Sector Healthcare
NSQF Level 4
Credits TBD
Version 1.0
Description
This OS unit is about the tasks involved to address patient / visitor complaints / concerns by taking
appropriate course of action to maintain customer service excellence and arrive at a satisfactory
resolution.
KU15. about the legal & ethical aspects in relation to following:a. rights & duties of patientsb. rights
& duties of healthcare providersc. thefts, misappropriation, report mix-ups, damage to
propertyd. any kind of harassment at workplacee. legal aspects of Medical Records & EMRf.
hospital deaths & complications
KU16. basic structure and function of the body system and associated component
KU17. How to maintain service excellence in healthcare settings includinga. corporate / Empanelled
patientsb. patient feedbacks / grievance redressalc. handling irate clientsd. emergency
patientse. foreign Nationalsf. insurance & TPAs conduct
GS1. document call logs, reports, task lists, and schedules with co-workers
GS2. prepare status and progress reports
GS3. complete appropriate documentation
GS4. fill registration form by getting details form visitors/patient
GS5. read about services offered with reference to the organization
GS6. keep abreast with the latest knowledge by reading brochures, pamphlets, and circulars
GS7. read comments, suggestions, and responses to Frequently Asked Questions (FAQs)
GS8. interpret and follow operational instructions and prioritize work
GS9. discuss task lists, schedules, and work-loads with co-workers
GS10. question customers appropriately in order to understand the nature of theproblem and assist
accordingly
GS11. avoid using jargon, slang or acronyms when communicating with a customer, unless it is
required
GS12. communicate in respectful form and manner
GS13. make decisions pertaining to the concerned area of work
GS14. plan and organize service feedback files/documents
GS15. manage relationships with customers who may be stressed, frustrated,confused, or angry
GS16. build customer relationships and use customer centric approach
GS17. think through the problem, evaluate the possible solution(s) and suggest an optimum /best
possible solution(s)
GS18. tackle complaints / grievances from internal & external clients
GS19. analysis of feedbacks, complaints & grievances related to the front office
GS20. apply, analyze, and evaluate the information gathered from observation, experience,
reasoning, or communication, as a guide to thought and action
Assessment Criteria
NOS Total 50 - - 50
Sector Healthcare
NSQF Level 4
Credits TBD
Version 1.0
Description
Scope
KU1. legislation, standards, policies, and procedures followed in the organization relevant to own
employment and performance conditions
KU2. hospital topography and spectrum of internal & external clients that visit the hospital
KU3. role and importance of the front desk in supporting healthcare operations
KU4. organization pricing, discount policy, documentation & reporting process
KU5. reporting structure, inter-dependent functions, lines and procedures
KU6. relevant occupational health and safety requirements applicable
KU7. healthcare delivery system & Universal/National Health Insurance programs
KU8. organization pricing, discount policy
KU9. organizational guidelines for setting patient credit limits
KU10. organizations procedures for storing cash and cash equivalents securely
KU11. typical problems raised by customers and their solutions, including workaround solutions
GS1. document call logs, reports, task lists, and schedules with co-workers
GS2. prepare status and progress reports
GS3. complete appropriate documentation
GS4. fill registration form by getting details form visitors/patient
GS5. read about services offered with reference to the organization and also from external forums
such as websites and blogs
GS6. keep abreast with the latest knowledge by reading brochures, pamphlets, and circulars
GS7. read comments, suggestions, and responses to Frequently Asked Questions (FAQs)
GS8. interpret and follow operational instructions and prioritize work
GS9. discuss task lists, schedules, and work-loads with co-workers
GS10. question customers appropriately in order to understand the nature of theproblem and assist
accordingly
GS11. avoid using jargon, slang or acronyms when communicating with a customer, unless it is
required
GS12. communicate in respectful form and manner in line with organizational protocol
GS13. make decisions pertaining to the concerned area of work
GS14. plan and organize service feedback files/documents
GS15. manage relationships with customers who may be stressed, frustrated, confused, or angry
Assessment Criteria
Sector Healthcare
NSQF Level 4
Credits TBD
Version 1.0
Description
This OS unit is about effective communication and exhibiting professional behaviorwith co-workers,
patients & their family members in response to queries or as part ofhealth advice and counseling. It also
describes the skills required for meeting workrequirements by allied health professionals working in a team
or collaborativeenvironment.
Scope
Communicating and maintaining professional behavior with co-workers and patients & their families
Working with other people to meet requirements
Establishing and managing requirements, planning and organizing work, ensuring accomplishment
of the requirements
KU26. how to make efficient use of time, and to avoid things that may prevent work deliverables
from being expedited
KU27. the importance of keeping the work area clean and tidy
GS1. write effective communications to share information with the team members andother
people outside the team
GS2. write at least one local/ official language used in the local community
GS3. report progress and results
GS4. record problems and resolutions
GS5. read and understand work related documents and information shared bydifferent sources
GS6. read organizational policies and procedures
GS7. communicate essential information to colleagues face-to-face or throughtelecommunication
GS8. speak at least one local language
GS9. question others appropriately in order to understand the nature of the requestor compliant
GS10. report progress and results
GS11. interact with other individuals
GS12. negotiate requirements and revised agreements for delivering them
GS13. make decisions on information to be communicated based on needs of theindividual and
various regulations and guidelines
GS14. plan and organize files and documents
GS15. be responsive to problems of the individuals
GS16. be available to guide, counsel and help individuals when required
GS17. be patient and non-judgmental at all times
GS18. communicate effectively with patients and their family, physicians, and othermembers of the
health care team
GS19. be capable of being responsive, listen empathetically to establish rapport in away that
promotes openness on issues of concern
GS20. be sensitive to potential cultural differences
GS21. maintain patient confidentiality
GS22. respect the rights of the patient(s)
GS23. understand problems and suggest an optimum solution after evaluatingpossible solutions
Assessment Criteria
Establishing andmanagingrequirements 3 - - -
NOS Total 13 - - -
NOS Name Maintain interpersonal relationship with patients, colleagues and others
Sector Healthcare
Occupation Generic
NSQF Level 4
Credits TBD
Version 1.0
Description
This OS unit is about recognizing the boundaries of the role and responsibilities, practice code of conduct
and working within the level of competence in accordance with legislation, protocols and guidelines set up
by the healthcare provider.
Scope
Acting within the limit of one's competence and authority o Knowing one's job role o Knowing one's
job responsibility o Recognizing the job role and responsibilities of co workers
Following the code of conduct and demonstrating best practicesin the field
Reference: This National Occupational Standard is from the UK Skills for Health suite [SFHGEN63, Act
within the limits of your competence and authority] It has been tailored to apply to healthcare in
India and has been reproduced with their Permission
KU1. relevant legislation, standards, policies & procedures followed in the organization
KU2. the medical procedures and functioning of required medical equipment
KU3. role and importance of assisting other healthcare providers in delivering care
KU4. how to engage and interact with other providers in order to deliver quality and maintain
continued care
KU5. personal hygiene measures and handling techniques
KU6. the limitations and scope of the role and responsibilities of self and others
KU7. the importance of working within the limits of ones competence and authority
KU8. the importance of personally promoting and demonstrating good practice
KU9. The detrimental effects of non-compliance
KU10. the importance of intercommunication skills
KU11. the legislation, protocols and guidelines affecting ones work
KU12. the organizational systems and requirements relevant to ones role
KU13. the sources of information and literature to maintain a constant access to upcoming
research and changes in the field
KU14. the difference between direct and indirect supervision and autonomous practice, and which
combination is most applicable in different circumstances
KU15. the importance of individual or team compliance with legislation, protocols, and guidelines
and organizational systems and requirements
KU16. how to report and minimize risks
KU17. the principle of meeting the organizations needs, and how this should enable one to
recognize ones own limitations and when one should seek support from others
KU18. the processes by which improvements to protocols/guidelines andorganizational
systems/requirements should be reported
KU19. the procedure for accessing training, learning and development needs for oneself and/or
others within ones organization
KU20. the actions that can be taken to ensure a current, clear and accurate understanding of roles
and responsibilities is maintained, and how this affects the way one work as an individual or
part of a team
KU21. the risks to quality and safety arising from:o Working outside the boundaries of competence
and authorityo Not keeping up to date with best practiceo Poor communicationo Insufficient
support o Lack of resources
KU22. the importance of personal hygiene
Assessment Criteria
NOS Total 19 - - -
Sector Healthcare
Occupation Generic
NSQF Level 4
Credits TBD
Version 1.0
Description
This OS unit is about monitoring the working environment and ensuring a safe, healthy, secure and
effective working conditions
Scope
Complying the health, safety and security requirements and procedures for work place
To be competent, the user/individual on the job must be able to:
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 forenvironmental safety
Handling hazardous situation
To be competent, the user/individual on the job must be able to:
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 organizations 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
To be competent, the user/individual on the job must be able to:
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
KU3. the person(s) responsible for maintaining healthy, safe, and secure workplace
KU4. the relevant up-to-date information on health, safety, and security that applies to the
workplace
KU5. the responsibilities of individual to maintain safe, healthy and secure workplace
KU6. how to report the hazard
KU7. requirements of health, safety and security in workplace
KU8. how to create safety records and maintaining them
KU9. the importance of being alert to health, safety, and security hazards in the work environment
KU10. the common health, safety, and security hazards that affect people working in an
administrative role
KU11. how to identify health, safety, and security hazards
KU12. the importance of warning others about hazards and how to do so until the hazard is dealt
with
Assessment Criteria
NOS Total 20 - - 30
Sector Healthcare
Occupation Generic
NSQF Level 4
Credits TBD
Version 1.0
Description
This OS unit is about the safe handling and management of health care waste andfollowing infection
control polices
Scope
Classification of the waste generated, segregation of biomedical waste, proper collection and
storage of waste
Complying with effective infection control protocols that ensures the safety of the patient(or enduser
of healthrelated products/services)
Maintaining personal protection and preventing the transmission of infection from person to
personReference: The content of this National Occupational Standard is drawn from the UK Skills for
Health NOS [SFHCHS212 Disposal of clinical and non-clinical waste within healthcare and
SFHCHS213 Implement an audit trail for managing waste within healthcare]
KU1. relevant up-to-date information on health, safety, and security that applies to the
organization
KU2. organizations emergency procedures and responsibilities for handling hazardous situations
KU3. person(s) responsible for health, safety, and security in the organization
KU4. good personal hygiene practice including hand care
KU5. 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
KU6. the importance to adhere to the organizational and national waste management principles
and procedures
KU7. the hazards and risks associated with the disposal and the importance of risk assessments
and how to provide these
KU8. the required actions and reporting procedures for any accidents, spillages and contamination
involving waste
KU9. the requirements of the relevant external agencies involved in the transport and receipt of
your waste
KU10. the importance of organizing, monitoring and obtaining an assessment of the impact the
waste may have on the environment
KU11. The current national legislation, guidelines, local policies and protocols which affect work
practice
KU12. the policies and guidance that clarify scope of practice, accountabilities and the working
relationship between yourself and others
Assessment Criteria
NOS Total 21 - - 30
Sector Healthcare
Occupation Generic
NSQF Level 4
Credits TBD
Version 1.0
Assessment Guidelines
1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Either
each element/Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC
will also lay down proportion of marks for Theory, viva and Skills Practical for each element/PC.
2. The assessment for the theory part will be based on knowledge bank of questions approved by the SSC.
3. Individual assessment agencies will create unique question papers for theory part for each
candidate/batch at each examination/training center (as per assessment criteria below).
4. Individual assessment agencies will create unique evaluations for skill practical & viva for every student
at each examination/ training center based on these criteria.
5. In case of successfully passing as per passing percentage of the job role, the trainee is certified for the
Qualification Pack.
6. In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.
(Please note: Every Trainee should score a minimum aggregate passing percentage as specified above, to
successfully clear the Qualification Pack assessment.)
Assessment Weightage
Compulsory NOS
HSS/N6101.Accomplish
allocated task at hospital 177 100 - 160 437 20
front desk
HSS/N6102.Ensure Customer
Service Excellence & Patient 50 - - 50 100 20
Satisfaction
HSS/N6103.Perform Billing
50 100 - 30 180 20
Activities
HSS/N9615.Maintain
interpersonal relationship
13 - - - 13 10
with patients, colleagues and
others
HSS/N9616.Maintain
professional & medico-legal 19 - - - 19 10
conduct
HSS/N9617.Maintain a safe,
healthy and secure working 20 - - 30 50 10
environment
HSS/N9618.Follow infection
control policies & procedures
21 - - 30 51 10
including biomedical waste
disposal protocols
Acronyms
QP Qualifications Pack
Glossary
Job role defines a unique set of functions that together form a unique
Job role
employment opportunity in an organisation.
Performance Criteria Performance Criteria (PC) are statements that together specify the
(PC) standard of performance required when carrying out a task.
National
NOS are occupational standards which apply uniquely in the Indian
Occupational
context.
Standards (NOS)
QP comprises the set of OS, together with the educational, training and
Qualifications Pack
other criteria required to perform a job role. A QP is assigned a unique
(QP)
qualifications pack code.
Unit title gives a clear overall statement about what the incumbent
Unit Title
should be able to do.
Core skills or Generic Skills (GS) are a group of skills that are the key to
learning and working in today’s world. These skills are typically needed
Core Skills/ Generic
in any work environment in today’s world. These skills are typically
Skills (GS)
needed in any work environment. In the context of the OS, these include
communication related skills that are applicable to most job roles.
Casualty The person – child or adult – who has suffered the injury or illness