Job Description

Job Title : Front Office Executive (Receptionist)

Function: Reception (Female Candidate only)

Role Purpose: The Front Office Executive will be part of the Administrative Team at New Horizons, coordinating with all the Team members to keep track of appointments, payments, cancellations/adjustments and to ensure proper communication.

Reporting To: Manager - Operations

Location: Vadodara, Gujarat

Education and Key Essentials:

? Graduate in any discipline

? Excellent communication skills

? Good knowledge of MS-Excel and Word, Software skills

? Ability to work in a Team

? Flexibility with time to work extra hours when the project requires

? To exhibit willingness to be a substitute for an FOE, in a situation where the other NH Centre needs an FOE, which require change of the location for a day/s in the interest of the Organization.

Experience (in years): 1-2 years' experience or Fresher who qualifies for the position.

Responsibilities:

Customer Relationship:

? To adorn a dignified, professional, respectful and courteous attitude towards Colleagues, Seniors, Parents, Children and any guests visiting New Horizons.

? To have an approachable smile while communicating with the internal and external customers i.e., Colleagues, Therapists, Seniors, Parents, Children and Guests.

? Medium of Communication with Parents and Guests has to be Only English, unless they are more comfortable with some other Language.

? Greeting and assisting parents and team members in the most courteous, calm and helpful manner, whether in person or telecommunication.

? To independently handle the flow of Parents, Children and Guests and lead them to a successful visit by creating a high degree of comfort & ease.

? Should have an Interactive attitude with Parents and should communicate effectively and completely.

? Attending Incoming & Outgoing calls with proper etiquettes and maintaining records for them.

? Responding the telephonic call and carry out the conversations politely and timely manner.

? While attending a call, should be very humble and should always greet Parents providing them with the relevant information about Self, Centre and her/his willingness to help the guest on the other side of the call.

? To welcome visitors (parents and children's and others) by greeting them in person or on phone.

? Answering phones calls / inquires providing the necessary and complete details to the caller.

? Maintain security at reception desk.

Appointments, Scheduling and Payments:

? Scheduling OPD appointments

? Taking entries of vitals such as height, weight and head circumference and mentioning it on the Growth chart.

? Scheduling Appointments for Evaluations and New Horizons Development Programs to Parents.

? OPD conversion: making sure that the parents book the appointments after meeting the

Developmental Pediatrician.

? Develop and maintain a daily Therapy Schedule.

? Should give proper appointments to all parents without any error in timings for required OPD Consultation, Evaluations and NHDP.

? For Psychological Evaluations, FOE to confirm the same by making a call to the Parents a day prior.

? Assisting the Centre Head in updating the Waiting List.

? Arranging for adjustments of Evaluation and NHDP Sessions against cancellations according the NH Policy.

? To keep a regular and timely follow up with Admin Assistant for Reports and maintain cordial communication with other FOEs at NH.

? Taking confirmation with the Accounts Dept. for all the online payments made by parents

? Follow up with Parents for a reminder for the Monthly payments (Taking payments between 20th to 25th of the month) for the NHDP.

? Following up with parents who have not paid or paid in installments for their child's programs and reporting it to the Centre Head along with maintaining the tracker.

? Reminding parents for the Orientation meeting

Documentation and Communication with NH Team:

? To inform colleagues / seniors if there is any information that needs to be shared with them. (e.g., message from any Associate or a phone call or an important announcement).

? Fill up cash collections excel sheet in the format by the Finance and Account Department and mailing it to them at the designated timeline.

? To handle and maintain the data of Petty Cash and submit weekly expense summary statement on every Monday for the week passed, in the form of an excel sheet.

? Sending Admin Assistant the list of Evaluations and Re-evaluations (Evaluation/Re-evaluation Acceptance Forms).

? Informing the Admin assistant if in case any evaluation/Re-evaluation was cancelled or postponed.

? Daily reporting to the respective CH about day to day activities / issues / concerns at the Centre or at the Reception.

? Develop and maintain current and accurate filing system. (OPD, Assessments and Therapy).

? Following up with Admin Assistant about Reports.

? To develop and maintain a Personal Daily Diary for writing down tasks-to-be done for the day and note down points as a quick reference check before leaving for the day.

? To maintain the Communication Diary to communicate with other FOEs during the time overlap for the day or the other FOE in the next shift. Has to write messages given to her by Parents or Centre Head.

? The FOE is a bridge between the Parents and the Centre Head, so she/he has to report the messages and grievances (if shared with her/him) by the Parents.

Organization and Team Duties:

? To adhere to all the New Horizons Policies relevant to FOEs and the Administration Department.

? To attend the Standing Meetings held between Centre Heads and FOEs every day to understand and get an update on any specific requirements or instructions for the day, to share the feedback and challenges of the Centre, if any.

? To follow the instructions and advise by the Centre Head, Admin Head and COO and the other Associates in the Management.

? To adhere to the Company Policy of regular swapping of Job Roles amongst the FOEs, to keep oneself updated about all the job responsibilities and duties that entails being at the Reception; to help handle the Reception in case the other FOE is absent.

? To thoroughly train the new FOE on board - To help the new FOE understand the job profile by explaining the minor and major responsibilities by ensuring that the new FOE gets a hands-on training under your guidance and help. To display a warm and welcoming attitude towards the new FOE.

? If you are on an Emergency Leave (If situation permits) or Planned Leave: To speak with the Co-FOE of your Centre to manage the Reception by doing overtime. If this is not possible, to communicate with the Centre Head.

? If you will be on planned leave, to give a complete and detailed handover of the work related duties and responsibilities to the FOE who will be your substitute.

? After resuming your duties form the leave (Emergency or Planned), to ensure that the work which was due from your end is complete and the Company does not bear any inconvenience.

? To contribute to TEAM efforts by pursuing the duties and accomplishing related results as needed.

? Maintain a safe and clean Reception area and Centre and politely inform the Housekeeping member in case you notice dirt or garbage around. If it is not being done, to communicate with the Centre Head.

? To provide support and services to all colleagues in order to ensure efficiency and effectiveness in functioning of the Centre.

? To generate the Reports (format and print reports) as per the NH SOP on weekly basis.

? Punctuality, meeting timelines: Reporting to work at or before the incoming work timing. Has to respect the timelines for completing work given.

? Time management has to be done by both to do formatting of the reports and accounts along with other work given to her.

? Multitasking and should be able to adapt according to the needs of the Organization.

Key Performance Indicators Frequency

? No. of escalations, complaints by parents regarding delays, lack of reverts,

updates, follow ups Monthly

? Timeliness of submission of weekly reports Weekly

? Upkeep of the of the Center, Reception area Daily

? Effective communication and documentation of hand over notes and updating

of critical issues to concerned stakeholders Weekly

? Overall service experience at the Center's Reception Weekly Competencies, Functional Competencies, Computer Proficiency, MS Office, Behavioral Competencies

? Excellent Customer centricity

? Polite and good communication

? Grooming,

? Proactive,

? Having and taking initiative

? Good coordination

? Follow-ups

? Planning skills

? Organized way of working

? Methodical

? Watchfulness and promptness of action

? Responsiveness

? Compliance to processes

? Ability to problem solve

? Multitasking

? Time Management

Job Type: Full-time

Schedule:

• Day shift

Experience:

• total work: 1 year (Preferred)

Work Location: In person