Oral summary of the front desk work 1 20XX years, my job was to be a tour guide at the front desk. Front desk consultation is a challenging job, because there are all kinds of patients, and all kinds of questions are varied and sometimes ridiculous. I can answer them seriously and patiently. The patient's satisfied smile is the biggest motivation for my work. The following is a summary of my work in 20XX:
First of all, establish new concepts and improve employees' sense of professional responsibility.
1. To clarify the hospital environment and related matters, our staff is the "green card" for patients. When patients come to see a doctor, we are receptionists; Patients come to consult, we are consultants; The patient is inconvenient to move, and we are accompanying doctors; Our ultimate goal is to do everything possible to meet the needs of patients. Open patients' hearts with sincere dedication and sincere service and win their trust.
2. Be a "walking dictionary" of hospitals that patients can't answer. As the first stop of hospital service, we have to contact people of different ages and personalities every day. How to make these people with different needs come here satisfactorily is the biggest test of our employees' knowledge, wisdom and communication skills. It is necessary to be familiar with the environmental characteristics and equipment strength of the hospital, as well as the specialty, diagnosis and treatment scope, characteristics and expert characteristics of the department. Meet the needs of patients, and win the trust and recognition of patients through appropriate conversation and extensive knowledge. It builds a bridge between patients and hospitals.
Second, through various trainings, the overall quality of employees has been improved.
The key to improving service quality lies in the improvement of service personnel's quality, but it can't be achieved overnight. We should master certain theoretical knowledge and professional skills, and improve the quality of consultants by formulating relevant responsibilities, systems, codes of conduct, professional training and etiquette training, so that our staff can have a high degree of professionalism. Our work, like other nursing work, can not be underestimated, and it is a window to reflect the quality service of the hospital. Only by understanding from this height can we actively and enthusiastically help patients who come to see a doctor.
Third, scientifically manage the outpatient area and create an orderly medical environment.
Outpatients are eager to seek medical treatment, which often leads to unnecessary crowding and quarrels. If it is not handled properly, it will lead to confusion. Our front desk staff should be sympathetic, treat patients as their friends and relatives, understand and understand the pain and troubles caused by diseases, grasp the patients' mentality and various needs in time, and patiently answer their questions. At the same time, we should keep a cool head, calm patients' impatience, do a good job of persuasion, seek medical treatment in an orderly manner, and maintain the order of outpatient service. In addition, the guide staff is responsible for keeping the outpatient environment clean. For example, when they see patients and their families smoking or littering everywhere, they should boldly and politely correct them, so that every patient can consciously abide by the relevant rules and regulations of the hospital and create a quiet, orderly and tidy medical environment.
In a word, "guiding diagnosis" seems to be a relatively easy job, but it is not easy to be an excellent guide. You should not only pay attention to the correct appearance, but also keep a positive mood at all times and know some communication skills and simple medical knowledge. More importantly, you should have a high degree of sympathy, think about the patient's thoughts, be anxious about the patient's urgency, understand the patient, and devote yourself wholeheartedly to your work. In the new year, I hope to train all the consultation staff through the morning meeting every day, praise them well and criticize them wrongly, and constantly improve the shortcomings in the work, so as to improve the consultation work, truly solve the practical difficulties for patients, and play a positive role in promoting the social and economic benefits of the hospital.
Oral summary of the work at the front desk 2 20XX flashed by. In this year, our XX hospital received X customers. The following is my summary of 20xx's annual work:
First, the daily work content
1. Transfer calls, accurately transfer visitors' calls, and treat harassing calls gently to improve work efficiency;
2. Reception and guidance of visitors, and cooperation with the personnel department to register the information of candidates;
3. Address book update. In view of the large internal personnel transfer and many new employees, the address book cannot be changed in time, which affects the communication between departments and between customers and the company. Therefore, it is necessary to do a good job in follow-up work, update the address book in time, and often communicate with various departments in future work to get correct information in time;
4. Attendance record: enter fingerprints for new employees to supplement attendance records;
5. Record daily duty, and clean the front desk and VIP room;
6. Turn on the led screen regularly every day to check its usage. If there is any fault, contact relevant personnel for maintenance immediately;
7. Clean the offices of the general manager and chairman;
8. Receive daily newspapers and mails, and forward the letters to relevant personnel in time;
9. Distribution of company documents, timely distribution of documents to various departments, and rapid communication of company policies and measures;
10. For meeting work, inform the staff to arrive at the meeting place on time before the meeting to prepare tea; Tea should be added in time during the meeting; Clean the meeting room after the meeting;
1 1. Register the temperature every day, turn on the air conditioner as required and make records;
12. Check the front desk lamp, VIP room and warehouse locks after work to ensure that the air conditioner and computer power are turned off.
Second, the existing problems
You don't do things carefully enough, you don't think comprehensively, and sometimes you forget things. At present, the company has a large turnover of personnel, and there are many and frequent people going in and out, which has caused some omissions.
Third, give yourself advice.
1. On the premise of doing things according to regulations, we should also pay attention to ways and means, take a firm attitude, speak tactfully, and strive to improve service quality.
2. Be considerate and careful when doing things. Sometimes because some small problems lead to big mistakes, always think of the consequences first;
3. Work progress and problems encountered in the process of work should be fed back to superiors because they cannot be handled in time.
4. Strengthen the study of etiquette knowledge. Studying at work is not enough. After work, you must also learn relevant professional knowledge and understand the common sense of etiquette that you must abide by when interacting with people.
These are exactly what I lack in my work. Through thinking, I think that no matter which position, no matter what job, it is a part of the overall organizational structure of the company, and it is for the overall goal of the company. For the front desk work, it should be "the starting point of company image and service". Because for customers, the front desk is the first step for them to contact the company, and it is also the first impression of the company. The first impression is very important, so the front desk represents the image of the company to a certain extent. At the same time, the company's service to customers begins with welcoming guests at the front desk, and a good start is half the battle. With the understanding of its importance, I further thought about how to do my work well. So in the days to come, I will definitely work harder and contribute to the construction of our hospital!
Summary of oral front desk work 3 I have been coming to the clinic for more than two months unconsciously. I was not familiar with the operation mode and workflow of the clinic at first. Thanks to the patient guidance and help of leaders and colleagues, I became familiar with the work content in a short time, and my responsibilities made me make continuous progress in my work and benefited a lot.
In the past two months, although no positive results have been achieved, some progress has been made. Now I will briefly report to the leaders on my work since I entered the clinic:
First, the daily work of the front desk mainly includes
1, responsible for answering and transferring calls at the front desk, carefully recording important matters and conveying them to relevant personnel, so as not to miss or delay;
2. Be responsible for the sanitation and cleaning of the outpatient meeting room and the placement of tables and chairs, and keep it clean and tidy;
Second, the administrative work
The administrative work is very complicated, ranging from copying, scanning, faxing, sending express, printing business cards and keeping documents, to assisting technicians in printing, sorting and binding tenders. The completion of each job is a test of responsibility and working ability.
Third, personnel management.
1. I am responsible for the attendance statistics of outpatient department to implement the relevant personnel management system. In the process of implementation, I will strictly abide by the rules and regulations of the clinic, make attendance statistics according to the statistical data at the beginning of each month, and submit it to the finance department in time to make a payroll.
2, personnel related information strictly implement the rules and regulations of outpatient service, fill in the "application registration form" and "employment resume form" and so on to do a good job in employee file management. Fill in the "car dispatch form" and "leave form" to implement the rules and regulations of outpatient service.
The new year means new opportunities and challenges for us. In view of the shortcomings in these two months' work, I need to do the following work in the new year:
1, do a good job in office affairs. Pay attention to the neatness and cleanliness of the office; Pay attention to the maintenance of office equipment such as printers and photocopiers; Try to do your job well.
2. Pay attention to collecting information in daily work in case of emergency. For example, the business card of the express clinic.
3, deal with the daily administrative work, assist the leaders to constantly improve the rules and regulations, so that the outpatient service tends to standardized management.
4, strengthen the study of business knowledge, in-depth understanding of outpatient products, in order to better assist leaders and sales staff.
As a receptionist, I need to master a lot of knowledge. In my future work, I will try my best to learn from my colleagues and further improve my theoretical level and professional ability. Finally, I would like to thank the leaders for providing me with this working platform and giving me the opportunity to improve and progress with you. Thank you for your warm help to my work during this period.
Although I still have many shortcomings in experience and ability, I believe diligence can make up for it. As long as we know more about each other and communicate with each other, and make unremitting efforts, I believe the clinic will have a better tomorrow.