Front Desk Executive

Key Responsibilities – Front Desk Executive

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.