Department: Front Office / Patient Services
Reports To: Hospital Administrator / Operations Manager
Location: Hopewell Hospital, Ranchi
Position Summary
The Front Desk Manager is responsible for managing the entire patient reception and front office operations of the hospital. The role ensures a seamless, professional, compassionate, and efficient patient experience from the moment a patient enters the hospital until registration, billing coordination, admission, and appropriate guidance are completed.
The Front Desk Manager leads the reception team, establishes service standards, ensures accuracy in patient registration, minimizes waiting time, coordinates with all clinical and non-clinical departments, and maintains the hospital's first impression.
As the face of Hopewell Hospital, this position plays a vital role in patient satisfaction, reputation management, and operational efficiency.
Key ResponsibilitiesPatient Experience
- Ensure every patient and visitor receives a warm, courteous, and qualified welcome.
- Maintain excellent hospitality standards at all reception counters.
- Ensure patients are guided correctly to OPD, diagnostics, emergency, pharmacy, IPD, billing, or other departments.
- Handle VIP patients with confidentiality and professionalism.
- Resolve patient concerns before they escalate into complaints.
- Maintain high patient satisfaction scores.
Front Office Operations
- Supervise all reception executives across shifts.
- Ensure uninterrupted 24×7 front office operations.
- Manage registration counters efficiently.
- Monitor patient waiting time.
- Ensure queue management is followed.
- Allocate counters during peak hours.
- Maintain adequate staffing throughout all shifts.