Role & responsibilities

II. JOB PURPOSE

To generate and maintain systems, to efficiently manage Front Office responsibilities and to achieve high standards of efficiency and customer satisfaction.

III. KEY RESPONSIBILITIES

- Patient/ Customer Care
- 1. To resolve day to day patients / visitors complaints and manage the total Customer Experience Questionnaires dissemination process.
- 2. To be able to handle Patients, their Attendants and Families including VVIPs
- 3. To efficiently run departmental operations with maximum degree of Patient Centricity.
- 4. To be available at functional areas for Patient contact at all duty hours
- Process Orientation/ Documentation
- 4. To effectively implement policies, procedures through Front Office personnel.
- 5. To daily supervise front office services and staffing.
- 6. To ensure accurate patient invoicing, billing, refunds etc. and resolves all problems associated with patient billing.
- 7.To have complete orientation of Operating software of Hospital.
- 8. Comply with the service quality Process, environmental & occupational issues & policies of the respective area.
- 9. To have complete Awareness about Disaster Management Programme (DMP) of the hospital.
- People Orientation
- 10. To ensure productive functioning of Front Office personnel/ processes/ systems.
- 11. To ensure FO Teams awareness and readiness towards emergency patient handling roles.
- 12. To coordinate with diagnostic and treatment activities to achieve high customer satisfaction levels with services.
- 13.



To coordinate with medical staff and other departments on behalf of Front Office Team.
- Cost & Revenue
- 14. To effectively utilize Hospital Information System, EPABX system and other software provided,
- 15. To be aware and develop cost efficient operations for the Department
- Discipline
- 16. To conduct & coordinate training programs for front office team on process, policy & services.
- 17. To be well groomed, punctual & adhere to company policies and practices.

IV. KEY PERFORMANCE INDICATORS

- IPD Bill dispatch TAT within 4 days in 90% cases. IP patient satisfaction scores for billing above MHC targets.
- 95% Compliance with planned training by the department.
- Less than 1% error in billing and payment recovery.
- Need to work upon the estimate accuracy & tagging part also.
- TPA pre auth sent, query reply timely, Estimate preparation & during the discharge help the team members.
- Prepare TPA tracker & Denial tracker of the patients.

V. JOB REQUIREMENTS

Minimum Qualifications

- Graduation. Preferably with PG Diploma in Hospital Management.

Experience

- 4-6 years of healthcare experience in the relevant work.

Language Skills

- English
- Hindi

Behavioural Skills

- Lead by example
- Progressive attitude
- People management
- Self motivated

VI. KEY INTERACTIONS

Key Internal Contacts

Key External Contacts

- Head- Front Office
- All Departments
- Patients and Customers
- In-room Patients and attendants
- External Service Providers

📌 TPA (Delhi)
🏢 Max Healthcare
📍 Delhi