Job Description — Front Office Executive

Role Purpose

To be the first and last point of contact in the patient journey — ensuring accurate registration, seamless appointment and procedure scheduling, correct billing at the point of service, and a calm, professional experience for patients and attendants. The role directly protects revenue integrity (billing accuracy, discount governance, credit control) and feeds clean data into the HMIS.

Key Responsibilities

1. Registration & Patient Data (feeds revenue analytics)
- Register recent and repeat patients in the HMIS with 100% accuracy on demographics, referring doctor, payer type, and UHID linkage.
- Verify and tag payer category correctly at registration — Cash / Corporate / TPA / PSU (CGHS, ECHS, EHS) / Clinical Trial — as this drives downstream billing and MIS.
- Maintain continuity of records for repeat patients across visits; avoid duplicate UHID creation.

2. Appointment & Procedure Scheduling
- Schedule OPD consults, day-care procedure slots,



and diagnostic appointments to maximise chair/room/asset utilisation and minimise idle time.
- Coordinate with clinical and nursing teams on procedure-day readiness (labs done, pre-procedure instructions, consent) to prevent same-day cancellations.
- Manage the appointment queue to reduce patient waiting time, prioritising elderly and vulnerable patients.

3. Billing at Point of Service (direct EBITDA impact)
- Raise accurate bills for consultations, day-care procedures, pharmacy, and diagnostics at the point of service.
- Enforce discount governance: apply only authorised discounts against valid approvals; escalate any concession beyond policy — no verbal or unapproved discounts.
- Collect cash/advance as per policy; reconcile daily collection (cash, card, UPI) and hand over with a signed tally.
- Flag and minimise credit billing where avoidable; ensure every credit case has proper documentation and payer authorisation.

4. TPA / Insurance / PSU Coordination
- Initiate a

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