Job Description – Front Office Executive
Organization: ONUS Robotic Hospitals
Location: Hyderabad
Department: Front Office / Patient Services
Position: Front Office Executive
Reports To: Front Office Manager / Hospital Administrator
Job Summary
The Front Office Executive will be responsible for providing a professional, courteous, and efficient experience to patients and visitors from the time they enter the hospital until completion of their visit.
The role involves patient registration, appointment coordination, billing support, enquiry handling, doctor coordination, admission assistance, and maintaining accurate patient information in the Hospital Management Information System (HMIS).
Key Responsibilities1. Patient Reception & Registration
- Welcome patients and visitors professionally.
- Understand the patient's requirement and guide them to the appropriate department or doctor.
- Register new patients and update existing patient information in HMIS.
- Generate UMR/Patient IDs correctly.
- Verify patient name, age, gender, mobile number, address, and other required details.
- Ensure minimum waiting time for patients.
2. Appointment Management
- Schedule OP consultations, investigations, procedures, and follow-up appointments.
- Coordinate with doctors regarding consultation timings and availability.
- Inform patients about delays, cancellations, or changes in doctor schedules.
- Maintain proper appointment and walk-in patient records.
3. OP Billing & Cash Handling
- Generate OP consultation, laboratory, radiology, physiotherapy, and procedure bills.
- Collect payments through cash, card, UPI, or other approved payment modes.
- Issue receipts for every payment.
- Maintain accurate daily cash and billing records.
- Reconcile collections with the billing/HMIS system at the end of the shift.
- Immediately report billing discrepancies to the concerned manager.
4. Patient Guidance & Coordination
- Guide patients regarding:
- Doctor consultations
- Laboratory investigations
- Radiology services
- Pharmacy
- Physiotherapy
- Admissions
- Insurance desk
- Emergency services
- Coordinate with nursing, doctors, diagnostics, pharmacy, and other departments for smooth patient movement.
5. Admission Support
- Assist patients requiring hospital admission.
- Coordinate with the admission desk regarding room/bed availability.
- Explain the basic admission process to patients and attendants.
- Ensure required documents are collected and forwarded to the appropriate department.
6. Telephone & Enquiry Management
- Attend incoming hospital calls professionally.
- Respond to patient enquiries regarding:
- Doctor availability
- Consultation fees
- Hospital services
- Packages
- Appointment timings
- Hospital locations
- Transfer calls to the appropriate departments when required.
- Record important enquiries and ensure proper follow-up.
7. Patient Experience
- Maintain a polite, compassionate, and patient-friendly approach.
- Resolve minor patient concerns immediately wherever possible.
- Escalate complaints to the Front Office Manager/Administrator when necessary.
- Ensure patients and attendants receive clear information regarding hospital processes.
- Support collection of patient feedback.
8. HMIS & Documentation
- Maintain accurate patient information in HMIS.
- Avoid duplicate patient registrations.
- Update patient contact details whenever required.
- Maintain front-office registers and daily reports.
- Protect patient confidentiality and hospital information.
9. Coordination with Telecalling & Marketing
- Record the correct patient lead/source such as:
- Google
- Meta/Facebook/Instagram
- Website
- WhatsApp
- Justdial
- Direct Call
- Referral
- Walk-in
- Ensure the correct source is entered in HMIS/CRM.
- Coordinate with the telecalling team regarding appointment conversions and patient arrivals.
10. Shift & Handover Responsibilities
- Report to duty on time in proper uniform and grooming.
- Complete shift handover before leaving.
- Inform the next shift about pending appointments, admissions, complaints, or important patient requirements.
- Ensure the reception area remains clean, organized, and professional.
Daily Performance Expectations
The Front Office Executive should focus on:
- Accurate patient registrations
- Minimum patient waiting time
- Accurate billing
- Zero cash discrepancies
- Proper lead-source entry
- Appointment-to-visit conversion
- Patient satisfaction
- Proper documentation
- Effective coordination between departments
Required Qualifications
- Any Graduate / Intermediate with relevant hospital experience
- Diploma or Degree in Hospital Administration will be an advantage
- Basic computer knowledge
- Experience using HMIS/Hospital Software preferred
Experience
0–3 years
Freshers with good communication skills and willingness to learn may also be considered.
Required Skills
- Excellent communication skills
- Telugu, English and Hindi preferred
- Good interpersonal skills
- Patient-friendly attitude
- Basic computer and typing skills
- Billing and cash-handling ability
- Ability to work under pressure
- Problem-solving skills
- Multitasking ability
- Professional grooming and behaviour
Preferred Candidate
The ideal candidate should be:
- Energetic and responsible
- Patient-focused
- Polite but confident
- Accurate with billing and documentation
- Comfortable coordinating with doctors and departments
- Able to handle busy OP hours calmly
- Willing to work rotational shifts
Key Performance Indicators – KPI
- Patient registration accuracy – 100%
- Billing accuracy – 100%
- Cash reconciliation – Zero discrepancy
- Correct lead-source capture – 100%
- Patient waiting-time reduction
- Appointment confirmation and conversion
- Patient complaints resolved/escalated appropriately
- HMIS data completeness
- Professional grooming and attendance
- Patient satisfaction and feedback
ONUS Robotic Hospitals
Robotic Precision, Multispeciality Care
Pay: ₹20,000.00 - ₹25,000.00 per month
Work Location: In person
