Front Desk Executive

Job Description Key Responsibilities Front Desk Executive 1. Patient Reception & Communication - Greet patients warmly in-person and over the phone. - Ensure a positive first impression. - Answer incoming calls and direct inquiries appropriately. - Maintain patient confidentiality (HIPAA/compliance standards). - Guide new patients on registration and facility layout. 2. Patient Registration & Information Management - Accurately register patients in the system. - Inform patients about consultation charges, packages, and services. - Collect and update patient information with consent. - Support follow-ups and promotional initiatives. 3. Appointment Scheduling & Coordination - Coordinate with Call Centre to schedule appointments across departments. - Optimize appointment calendar to reduce wait times and avoid conflicts. - Liaise with consultants and diagnostics teams for timely service. - Inform patients proactively about delays, rescheduling, or follow-ups. - Maintain daily appointment logs and report discrepancies. 4. Billing & Payment Processing - Handle billing transactions (cash, card, UPI, digital payments). - Provide receipts and clarify billing queries. - Ensure billed services match actual visits/treatments. - Reconcile daily collections and submit reports to accounts. 5. Front Office & Administrative Management - Maintain a clean and professional front desk. - Ensure availability of brochures, forms, pens, sanitizer, etc. - Track and replenish consumables and stationery. - Support documentation, data entry, and report preparation. - Maintain SOP checklists for daily operations. 6. Patient Experience & Grievance Handling - Address patient concerns with empathy and professionalism. - Escalate unresolved issues per escalation matrix. - Gather and route patient feedback for quality improvement. - Promote service excellence aligned with RxDx's values. 7. Interdepartmental Coordination - Liaise with pharmacy, diagnostics, specialty clinics, and admin teams. - Track service timelines and update patients. - Coordinate with housekeeping and security for cleanliness and safety. 8. Compliance & Operational Standards - Follow SOPs and clinical protocols. - Support operational audits and quality initiatives. - Participate in training (soft skills, HIS systems, emergency preparedness). Qualifications & Experience Education - Bachelor's degree with minimum 1 year of relevant experience, OR - Higher secondary (12th standard) with minimum 3 years of relevant experience. Preferred Background - Experience in customer care or front desk roles (preferably healthcare). - Proficiency in hospital management software and basic computer applications. Key Competencies & Skills - Strong communication skills (English & Kannada preferred). - Knowledge of Hindi and Southern Indian languages is a plus. - Customer-centric attitude with attention to detail. - Problem-solving and multitasking abilities. - Ability to maintain confidentiality. - Respectful and team-oriented mindset. - Excellent management and organizational skills. - Analytical thinking and decision-making abilities. - Willingness to take disciplined risks and lead initiatives. - Strong liaison and networking skills. - Documentation and reporting proficiency. - Financial acumen and MS Office proficiency. - Interpersonal and teamwork orientation. - Ability to manage competing priorities Other Essential Skills - Polite and respectful toward colleagues. - Self-driven, result-oriented, and positive outlook. - Focused on quality and sustainability. - Reliable, resilient, and determined. - Exposure to marketing functions. - Approachable and a good listener. - Encourages innovation and transparency. - Honest and open in communication. Additional Requirements for Multispecialty Clinics - Familiarity with coordinating across multiple specialties. - Understanding of multispecialty healthcare needs. - Experience managing high patient volumes. - Ability to prioritize tasks effectively. Requirements - Familiarity with coordinating across multiple specialties. - Understanding of multispecialty healthcare needs. - Experience managing high patient volumes. - Ability to prioritize tasks effectively.