Key ResponsibilitiesFront Office Operations
- Supervise the daily functioning of the reception and front office.
- Ensure smooth patient registration, admission, discharge, and appointment processes.
- Monitor patient waiting time and improve service efficiency.
- Ensure accurate patient demographic data entry in the Hospital Information System (HIS).
- Handle VIP patients and special service requests professionally.
Patient Services
- Ensure patients and visitors receive courteous and timely assistance.
- Address patient complaints and coordinate with concerned departments for quick resolution.
- Maintain high standards of patient satisfaction and service quality.
- Ensure proper guidance is provided regarding hospital services and facilities.
Team Management
- Supervise Front Office Executives, Receptionists, and Patient Care Coordinators.
- Prepare duty rosters and manage shift schedules.
- Monitor attendance, punctuality, grooming, and discipline.
- Conduct on-the-job training for front office staff.
- Evaluate staff performance and recommend improvements.
Appointment & Admission Management
- Coordinate OPD appointments with consultants.
- Ensure smooth admission and discharge procedures.
- Coordinate with nursing, billing, insurance, laboratory, pharmacy, and other departments for seamless patient flow.
Billing Coordination
- Coordinate with the billing department for timely billing and payment collection.
- Ensure all admission documents and patient records are complete.
- Verify insurance and TPA-related documentation before processing.
Documentation & Compliance
- Ensure all front office records are maintained accurately.
- Implement departmental SOPs.
- Ensure compliance with NABH standards related to patient registration, identification, consent, and confidentiality.
- Maintain patient confidentiality at all times.
Customer Relationship Management
- Handle patient feedback and grievance redressal.
- Monitor service quality and recommend corrective actions.
- Build a positive patient experience through effective communication.
Coordination
- Coordinate with:
- Medical Records Department (MRD)
- Billing
- Nursing
- Consultants
- Laboratory
- Radiology
- Pharmacy
- Housekeeping
- Security
- Insurance/TPA Desk
Reporting
- Prepare daily OPD/IP statistics.
- Monitor patient waiting time reports.
- Submit monthly departmental reports.
- Report operational issues to the Hospital Administrator.
NABH Responsibilities
- Ensure correct patient identification.
- Maintain patient confidentiality.
- Follow patient registration SOPs.
- Ensure accurate documentation.
- Participate in quality improvement initiatives.
- Attend mandatory NABH and hospital training programs.
- Follow infection prevention and control practices.
Key Performance Indicators (KPIs)
- Patient satisfaction score.
- OPD registration turnaround time.
- Patient waiting time.
- Registration accuracy.
- Patient complaint resolution time.
- Appointment adherence.
- Staff attendance compliance.
- Audit compliance.
- Documentation accuracy.
- Training completion percentage.
Educational Qualification
- Bachelor's Degree in Hospital Administration, Healthcare Management, Business Administration, or any graduate degree.
- Master's Degree (MHA/MBA Hospital Management) preferred.
Experience
- Front Office Incharge: 3–5 years of hospital front office experience, including at least 1 year in a supervisory role.
- Front Office Manager: 5–8 years of hospital front office experience, including team management.
Required Skills
- Hospital front office operations
- Patient registration and admission process
- Appointment scheduling
- Customer service and patient relationship management
- Team leadership
- Complaint handling
- Communication and interpersonal skills
- Hospital Information System (HIS) knowledge
- MS Office proficiency
- NABH standards awareness
- Time management and problem-solving skills
Pay: ₹15,000.00 - ₹25,000.00 per month
Work Location: In person
