JOB DESCRIPTION
I. JOB DETAILS
Job Title
Duty Manager – IPD
Reporting Supervisor
HOD - Front Office
II. JOB PURPOSE
Front office is a critical function in the overall Patient Experience. The person will work towards creating a Service Oriented culture; standardize processes, employee engagement, improving OPD, Admission & Discharge processes, Training & Measurement practices.
III. KEY RESPONSIBILITIES
- Front Office Patient Experience
- Improve customer experience at FO (IMRB scores)
- Reduce customer complaints
- Provide resolution of customer issues
- Handle customer escalation
- Process Improvement
- Identification of key improvement areas in front office
- Enhance OPD Admission TPA and Discharge process
- Contribute in creating SOPs for front office
- Internal administration
- Effectively manage Admission/Discharge/PHP/OPD /TPA and other process
- Lobby management and patient handling & assistance
- Maintaining area upkeep and provide infrastructure support to team
- Handle inter and intra departmental coordination and escalation




- Ensure total familiarity with all instructional manuals and operating procedures applicable to the role
- Follow Cash / Credit / Corporate billing /discount instructions
- Handling TPA related queries, approval and discrepancies
- Ensure to provide estimates for admitted / non admitted CASH/ CORP/TPA patients
- Managing collection outstanding and discounts
- Bed Management for admitted / non admitted patients
- Handle hospital information system efficiently
- Complete awareness about Disaster Management Program (DMP)
- Comply with the service quality process, environmental & occupational issues & policies of the respective area
- Comply with patient safety policy
- Reduce or highlight revenue leakage or any pilferage
- People Management and engagement
- Roaster and leave management of team for smooth functioning
- Conduct briefing and de-briefing meeting
- Create culture of appreciation
- Exhibit MHIL values and role modelling
- Work

📌 Head - IPD Front Office (New Delhi)
🏢 Mhc
📍 New Delhi