Front Office Supervisor

2 days ago

Bengaluru, India Apps Business IT Solutions Pvt.Ltd Full time

**Experience: 3 to 5 Years**

1. 3-5 years of Work Experience in Front Office Supervision /Liaison.
2. **Experience in Hospital sector will be a value add**

**Business Understanding**:

- Customer /Patient care relations.
- Service Delivery ( Patient Relations, Enquiries, Bookings, Appointments, Registrations and Admissions)

**ROLES & RESPONSIBILITIES**:
**Patient Care /Satisfaction**
- To implement systems and process for service delivery excellence reduce wait time for Front Office Operations
- To improve customer service etiquette and service delivery excellence practices
- Ensure team handles Guest /Patient relations with care by addressing their queries appropriately
- Guide internal benchmark standards to improve Front line interface and conversions

**Telephones**
- Ensure first call resolutions are provided by building process knowledge, liaison services and appropriate telephone etiquette
- Train team to convert enquiries into OP/ Consultation services
- Monitor call drop rates and address inadequacies

**Reception**
- Ensure guest relations are handled appropriately for all IP & OP Customers/ guests and Patients
- Ensure protocols for passes are in place for patients or visitors to the right department

**Front Office - Desk Operations**
- Monitor average handle time to convert appointments, Patient registrations and Admission process
- Monitor internal liaison delays for available services, Estimations, Treatments and procedures
- Guide team to handle patient enquires with clarity and assist with appropriate solutions
- Responsible to troubleshoot issues to reduce wait time
- Monitor workflow from each department to ensure the end users (Patient & Doctors) are connected on time as per schedule

**People Development**
- Monitor Team’s behavioral competencies and skills displayed at work
- Supervise grooming standards of front line FO staffs
- Motivate and build team for customer/patient care skills

**Documentation**
- Accountable for MIS reports for FO team
- Share on time reports - OP and IP Occupancy report Day to day / Weekly /Monthly basis
- Responsible for periodical reports - Grievances and Resolutions handled
- Document Process Improvements and results

**Job Types**: Full-time, Permanent

**Salary**: ₹97,032.00 - ₹447,874.48 per year

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus
- Yearly bonus

Ability to commute/relocate:

- Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 2 years (preferred)

Work Location: In person

**Speak with the employer**
+91 9361639313

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