Job Description — Front Office Executive
Role Purpose
To be the first and last point of contact in the patient journey — ensuring accurate registration, seamless appointment and procedure scheduling, correct billing at the point of service, and a calm, professional experience for patients and attendants. The role directly protects revenue integrity (billing accuracy, discount governance, credit control) and feeds clean data into the HMIS.
Key Responsibilities
1. Registration & Patient Data (feeds revenue analytics)
- Register new and repeat patients in the HMIS with 100% accuracy on demographics, referring doctor, payer type, and UHID linkage.
- Verify and tag payer category correctly at registration — Cash / Corporate / TPA / PSU (CGHS, ECHS, EHS) / Clinical Trial — as this drives downstream billing and MIS.
- Maintain continuity of records for repeat patients across visits; avoid duplicate UHID creation.
2. Appointment & Procedure Scheduling
- Schedule OPD consults, day-care procedure slots, and diagnostic appointments to maximise chair/room/asset utilisation and minimise idle time.
- Coordinate with clinical and nursing teams on procedure-day readiness (labs done, pre-procedure instructions, consent) to prevent same-day cancellations.
- Manage the appointment queue to reduce patient waiting time, prioritising elderly and vulnerable patients.
3. Billing at Point of Service (direct EBITDA impact)
- Raise accurate bills for consultations, day-care procedures, pharmacy, and diagnostics at the point of service.
- Enforce discount governance: apply only authorised discounts against valid approvals; escalate any concession beyond policy — no verbal or unapproved discounts.
- Collect cash/advance as per policy; reconcile daily collection (cash, card, UPI) and hand over with a signed tally.
- Flag and minimise credit billing where avoidable; ensure every credit case has proper documentation and payer authorisation.
4. TPA / Insurance / PSU Coordination
- Initiate and track pre-authorisation and cashless requests with TPAs and PSU schemes.
- Maintain the credit/pre-auth register and follow up on pending approvals to reduce revenue leakage and DSO.
- Compile discharge/claim documentation accurately to prevent claim rejections and rework.
5. Patient Experience & Communication
- Handle patients and attendants with empathy, patience, and confidentiality.
- Explain estimates, payer processes, and next-visit instructions clearly.
- Manage enquiries, walk-ins, and telephone/WhatsApp queries professionally; log and route grievances for closure.
6. Compliance & Coordination
- Maintain accurate front-office records for NABH/audit readiness (registers, consents, MLC where applicable).
- Coordinate across nursing, pharmacy, lab, and diagnostics for smooth patient flow.
- Ensure data privacy and confidentiality of patient information at all times.
Key Performance Indicators
- Registration data accuracy (error/duplicate rate)
- Billing accuracy & daily collection reconciliation (zero unexplained variance)
- Unauthorised discount incidents (target: zero)
- Pre-auth turnaround time and pending-credit ageing
- Patient waiting time and appointment adherence
- Patient satisfaction / grievance closure rate
Candidate Profile
Qualification: Graduate (any stream); preference for B.Sc/BBA in Hospital Administration, Life Sciences, or Commerce.
Experience: 1–4 years in hospital/diagnostic front office, billing, or TPA desk. Freshers with strong aptitude considered for junior grade.
Skills:
- Hands-on with HMIS/hospital billing software; comfortable with MS Excel.
- Strong numerical accuracy and cash-handling integrity.
- Fluent in Telugu, Hindi, and English (verbal + written).
- Composure and empathy under pressure.
- Familiarity with TPA/cashless and PSU (CGHS/ECHS/EHS) processes preferred.
Attributes: Detail-oriented, honest with money and discounts, service-minded, dependable across rotational shifts.
Pay: ₹20,000.00 - ₹28,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Provident Fund
Work Location: In person
