Job Summary
The Front Office Executive is the first point of contact for patients and visitors. The role involves managing patient registration, appointment scheduling, billing, cash handling, patient query resolution, and ensuring a smooth patient experience from arrival to departure. The executive is responsible for maintaining accurate records, coordinating with doctors and hospital departments, and providing excellent customer service.
Key Responsibilities Patient Reception & Registration
- Welcome patients and visitors in a professional and courteous manner.
- Register new patients and update existing patient records in the hospital management system.
- Verify patient details, contact information, and required documents.
- Generate patient ID and registration forms.
Appointment Management
- Schedule, reschedule, and cancel OPD appointments for doctors.
- Handle appointment bookings through phone calls, walk-ins, WhatsApp, email, or online platforms.
- Coordinate with doctors regarding appointment availability and emergency cases.
- Send appointment reminders and follow-up calls when required.
Patient Assistance & Query Resolution
- Respond to patient inquiries regarding consultations, procedures, investigations, and hospital services.
- Guide patients through registration, consultation, diagnostic tests, and discharge processes.
- Resolve patient complaints and escalate unresolved issues to the concerned authority.
- Ensure high levels of patient satisfaction and service quality.
Billing & Cash Handling
- Generate OPD, diagnostic, procedure, and pharmacy bills as applicable.
- Collect consultation fees and other payments through cash, card, UPI, or online modes.
- Maintain daily cash records and reconcile collections at the end of each shift/day.
- Prepare and submit cash reports to the accounts department.
- Ensure billing accuracy and proper documentation.
Record Maintenance
- Maintain patient records, registration logs, appointment schedules, and billing documents.
- Ensure confidentiality and security of patient information.
- Update hospital software with accurate patient and financial data.
- Maintain daily reports and MIS as required.
Coordination & Administrative Support
- Coordinate with doctors, optometrists, nursing staff, counselors, and other departments for smooth patient flow.
- Manage patient queues and minimize waiting times.
- Assist in admission and discharge formalities when required.
- Support hospital administration in operational activities.
Telephone & Communication Management
- Handle incoming and outgoing calls professionally.
- Provide information about hospital services, timings, doctors' schedules, and procedures.
- Follow up with patients regarding appointments, reports, surgeries, and feedback.
Customer Service & Patient Experience
- Maintain a positive and patient-friendly environment.
- Address patient concerns with empathy and professionalism.
- Collect patient feedback and report service improvement opportunities.
- Uphold the hospital's quality standards and service protocols.
Required Qualifications
- Graduate in any discipline (preferred).
- Diploma/Certification in Hospital Administration or Front Office Management is an advantage.
Experience
- 1–3 years of experience in hospital, clinic, healthcare, or customer service front office operations.
- Experience in eye hospitals will be preferred.
Skills & Competencies
- Excellent communication and interpersonal skills.
- Customer service orientation and patient handling skills.
- Knowledge of appointment scheduling and hospital registration processes.
- Basic accounting and cash handling skills.
- Proficiency in MS Office and Hospital Management Software (HMS).
- Ability to multitask and work under pressure.
- Strong organizational and record-keeping skills.
- Professional appearance and positive attitude.
Key Performance Indicators (KPIs)
- Patient satisfaction score.
- Appointment scheduling accuracy.
- Billing and cash reconciliation accuracy.
- Patient registration turnaround time.
- Query resolution efficiency.
- Record maintenance and documentation accuracy.
Working Conditions
- Rotational shifts as per hospital requirements.
- Availability during weekends and holidays as scheduled.
- Continuous interaction with patients, visitors, and medical staff.
Job Types: Full-time, Permanent
Pay: ₹18,000.00 - ₹25,000.00 per month
Experience:
- total work: 1 year (Preferred)
Work Location: In person
