I. JOB DETAILS

Job Title

Deputy Duty Manager / Duty Manager - Front Office

Reporting Supervisor

Head Front Office

II. JOB PURPOSE To generate and maintain systems, to efficiently manage Front Office responsibilities and to achieve high standards of efficiency and customer satisfaction.

III. KEY RESPONSIBILITIES

Core Responsibilities

Patient / Customer Care:

- To resolve day to day patients / visitors complaints and manage the total Customer Experience Questionnaires dissemination process.
- To be able to handle Patients, their Attendants and Families including VVIPs.
- To efficiently run departmental operations with maximum degree of Patient Centricity.
- To be available at functional areas for Patient contact in all duty hours.

Process Orientation/Documentation:

- To effectively implement policies, procedures through Front Office personnel.
- To daily supervise front office services and staffing.
- To ensure accurate patient invoicing, billing, refunds etc. and resolve all problems associated with patient billing.
- To have complete orientation of operating software of Hospital.
- Comply with the service quality Process, environmental & occupational issues & policies of the respective area.
- To have complete Awareness about Disaster Management Programme (DMP) of the hospital.

People Orientation:

- To ensure efficient functioning of Front Office personnel / processes / systems.
- To ensure FO Teams awareness and readiness towards emergency patient handling roles.




- To coordinate with diagnostic and treatment activities to achieve high customer satisfaction levels with services.
- To coordinate with medical staff and other departments on behalf of Front Office Team.

Cost & Revenue:

- To effectively utilize Hospital Information System, EPABX system and other software provided.
- To be aware and develop cost efficient operations for the Department.

Discipline:

- To conduct & coordinate training programs for front office team on process, policy & services.
- To be well groomed, punctual & adhere to company policies and practices.

IV. KEY PERFORMANCE INDICATORS

Measurable Deliverables

- OPD Bill dispatch TAT within 4 days in 90% cases. IP & OP patient satisfaction scores for billing above MHC targets.
- PHP TAT as per the standards laid down in Processes in 90% cases.
- 95% Compliance with planned training by the department.
- Less than 1% error in billing and payment recovery.

V. JOB REQUIREMENTS

Minimum Qualifications

Graduate (Preferably with Post Graduate in Hospital Management)

Experience

4 to 6 years of healthcare experience in the relevant work.

Behavioural Skills

- Lead by example
- Progressive attitude
- People management
- Self-motivated

Technical Skills

- Valuable knowledge of HIS.
- Competent in handling computers.
- Process driven with eye for improvement.

Language Skills English, Hindi

VI. KEY INTERACTIONS

Key Internal Contacts

- Head - Front Office / IP Billing
- All Departments

Key External Contacts

- Patients and Customers
- In - room Patients and attendants
- External Service Providers

📌 Deputy Duty Manager - Front Office (Delhi)
🏢 Max Healthcare, Shalimar Bagh New Delhi
📍 Delhi