Front Office

3 weeks ago


Delhi, Delhi, India Max Healthcare Full time
Job Description

Roles and Responsibilities

Front Office Patient Experience

- Improve overall patient experience, focusing on high IMRB (customer satisfaction) scores
- Ensure professional, courteous interaction with patients and attendants
- Promptly resolve patient complaints and service issues
- Maintain appropriate decorum and patient-centric communication at all times

Internal Administration

- Handle all front desk operations including Admission, Discharge, PHP, and OPD processes
- Manage appointment bookings, rescheduling, and cancellations efficiently
- Perform accurate and timely registration and billing
- Share information transparently with patients and attendants on charges, discounts, and procedures
- Counsel patients and families when required on process or financial matters
- Maintain accurate and complete data entry in the Hospital Information System (HIS)
- Ensure timely delivery of reports and documentation to patients
- Handle TPA (Third Party Administrator) queries, approvals, and resolve discrepancies
- Submit daily cash/cheque/credit collection and documentation to finance with scroll
- Adhere to corporate/credit/cash billing and discount protocols
- Follow all front office SOPs and operational manuals
- Utilize hospital software and tools effectively
- Maintain awareness of hospital Disaster Management Programme (DMP)
- Comply with environmental, occupational safety, and patient safety policies
- Monitor and report any revenue leakage or pilferage concerns

Service Culture

- Maintain professional grooming, punctuality, and adherence to hospital code of conduct

Skilling & Training

- Actively participate in training sessions and complete mandatory certifications

Compliance & Internal Controls

- Ensure strict adherence to cash handling and financial protocols

Preferred Candidate Profile

- Graduate in any discipline
- Must have prior experience in a hospital or diagnostic center front office operations
- Good communication, interpersonal, and customer handling skills
- Familiarity with HIS or similar hospital systems preferred
- Willingness to work in rotational shifts, including weekends

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