I. JOB DETAILS

Job Title

Manager (TPA) - Front Office

Reporting Supervisor

Manager / HOD – Front Office

II. JOB PURPOSE To efficiently and effectively manage TPA operations at Front Office, ensuring smooth coordination of billing, collections, payment reconciliation, outstanding follow-up and post-discharge queries for TPA patients and other panel organizations, while maintaining service excellence and compliance with hospital and NABH requirements.

III. KEY RESPONSIBILITIES

Core Responsibilities

- To be responsible for maintaining TPA payment reconciliation.
- To be responsible for the handling of post discharge queries.
- To be responsible for maintaining the outstanding tracker of TPA patients.
- To be responsible for maintaining the ageing bills tracker of TPA patients.
- To be responsible for keeping record for all correspondence done for TPAs.
- To ensure accurate and timely submission of all monthly and daily reports.
- To monitor the end-to-end TPA billing, collection and follow-up process and ensure timely closure of pending cases.
- To coordinate with TPA/Insurance Companies and other panel organizations for approvals, queries, claim-related documentation and payment follow-up.
- To review outstanding and ageing cases, identify bottlenecks and drive timely resolution with concerned stakeholders.
- To ensure accuracy in billing/invoicing and effective reconciliation of TPA payments.
- To achieve high levels of customer satisfaction at each interaction.
- To be responsible for maintenance of departmental records as per the NABH requirement.
- To be responsible for effective utilization of hospital information system.
- To supervise and guide the Front Office/TPA team, allocate work and monitor daily deliverables.




- To display proactive cooperation and contribute to cordial inter and intra team relations, solution orientation and team solidarity. Should be cost effective.
- Should have total familiarity with all instructional manuals and operating procedures applicable to the role and in accordance with NABH protocols.
- To participate in training programs to maintain and update your qualified knowledge.
- To identify process gaps and support continuous improvement in TPA and Front Office operations.
- Any other task assigned to you by your HOD from time to time.

IV. KEY PERFORMANCE INDICATORS

Measurable Deliverables

- Accuracy in invoicing / billing
- Timely TPA payment reconciliation and reduction of outstanding/ageing cases
- Timely submission of daily and monthly reports
- Demonstrated ability to maintain confidentiality
- Service Excellence and customer satisfaction
- Effective team supervision and achievement of departmental deliverables
- Compliance with NABH requirements and departmental SOPs
- Active participation in all departmental training and development activities
- Active participation in Inventory Management

V. JOB REQUIREMENTS

Minimum Qualifications

Graduate / Post Graduate

Experience

10 to 15 years

Behavioural Skills

- Persuasive
- Attention to detail
- Interpersonal and communication skills
- Initiative and adaptability
- Leadership and team management

Technical Skills

- Problem solving and ingenuity
- Computer skills
- Working knowledge of hospital information systems / TPA processes

Language Skills

English, Hindi & Punjabi

VI. KEY INTERACTIONS

Key Internal Contacts

Key External Contacts

Front Office, Billing, IT, Finance, All HODs, Doctors, concerned hospital departments

TPA/Insurance Companies, Other Panel Organizations, Patients, Attendants

📌 Senior Manager - Front Office (TPA) (New Delhi)
🏢 Mhc
📍 New Delhi