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