ONUS ROBOTIC HOSPITALSJob Description – Front Office Executive

Department: Front Office / Patient Relations Designation: Front Office Executive (FOE) Location: ONUS Robotic Hospitals – Champapet / Uppal / Tukkuguda Reports To: Front Office Manager / Hospital Administrator Employment Type: Full time

1. Job Objective

To ensure excellent patient experience, smooth hospital front-office operations, accurate patient registration, appointment management, billing coordination, and maximum conversion of patient enquiries into consultations and admissions. The Front Office Executive is responsible for creating a positive first impression of ONUS Robotic Hospitals.
1. Key Roles & Responsibilities

A. Patient Reception & Registration
- Welcome every patient and attendant politely and professionally.
- Register new patients accurately in HMIS.
- Verify patient details and update existing records.
- Generate OP consultation bills and receipts.
- Guide patients to the appropriate departments and doctors.
- Ensure minimum patient waiting time.

B. Appointment & OPD Management
- Schedule appointments according to doctors' availability.
- Coordinate with doctors and nursing staff for smooth OPD flow.
- Manage walk-in patients and appointment bookings.
- Inform patients about consultation fees and available services.
- Follow up with patients who missed their appointments.
- Maintain daily doctor-wise OPD statistics.

C. Patient Conversion & Revenue Generation
- Convert hospital enquiries into confirmed OP appointments.
- Explain hospital services, diagnostic facilities and treatment packages.
- Coordinate with admission counsellors for patients advised IP admission.
- Follow up on patients advised for surgery or admission.
- Promote relevant health checkups and diagnostic services based on clinical recommendations.
- Ensure no potential patient enquiry is left unattended.

D. Billing & Payment Coordination




- Generate accurate OP consultation and service bills.
- Collect payments through approved payment methods.
- Issue receipts for all collections.
- Maintain daily cash and digital payment reconciliation.
- Coordinate with the billing department regarding refunds and pending payments.
- Submit end-of-shift collection reports.

E. Patient Relationship & Service Quality
- Handle patient complaints politely and escalate unresolved matters.
- Provide accurate information about hospital services and facilities.
- Assist elderly patients and patients requiring additional support.
- Maintain patient privacy and confidentiality.
- Collect patient feedback after consultation.
- Request genuine Google reviews voluntarily without pressuring patients.

F. Internal Coordination
- Coordinate with OPD doctors, nursing, pharmacy, diagnostics, billing and admission teams.
- Inform concerned staff about emergency patients immediately.
- Maintain communication with CRM and patient follow-up executives.
- Ensure smooth transfer of patients between hospital departments.
- Maintain proper shift handover records.

1. Daily Performance KPIs

KPI

Expected Standard

Patient Greeting

100% of arriving patients

OP Registration Accuracy

≥99%

Appointment Confirmation

≥95%

Patient Waiting Time

Target ≤15 minutes, subject to clinical availability

Incoming Enquiry Response

100% during assigned shift

Missed Appointment Follow-up

100%

OP Billing Accuracy

≥99%

Daily Collection Reconciliation

100%

Patient Complaint Documentation





100%

Genuine Patient Feedback Requests

100% of eligible discharged/consulted patients, where appropriate

Daily MIS Submission

Before shift closure

1. Mandatory Daily MIS Report

Every Front Office Executive must submit the following report:

Metric

Daily Count

Total Walk-in Patients

New OP Patients

Review OP Patients

Total OP Registrations

Appointments Booked

Appointment No-shows

Phone Enquiries Received

Enquiries Converted to OP

Patients Advised for Admission

Confirmed Admissions

OP Collection (₹)

Diagnostic Billing (₹)

Patient Complaints

Patient Feedback Collected

1. Required Qualifications & Skills

- Graduate in any discipline; hospital administration qualification preferred.
- 1–3 years of hospital front-office experience preferred.
- Excellent communication in Telugu, Hindi and English.
- Knowledge of hospital management software and basic computer operations.
- Good patient-handling and interpersonal skills.
- Ability to handle multiple patients during peak hours.
- Basic knowledge of hospital billing and insurance procedures.
- Professional appearance, punctuality and positive attitude.

1. Professional Conduct & Discipline

- Report to duty punctually and maintain proper grooming.
- Never argue with patients or attendants.
- Do not use personal mobile phones unnecessarily during duty.
- Never leave the reception unattended without arranging handover.
- Do not disclose confidential patient or hospital information.
- Do not provide unauthorized discounts or make unapproved treatment promises.
- Maintain transparency in all financial transactions.
- Escalate clinical concerns to qualified medical staff rather than providing medical advice.

Pay: ₹15,000.00 - ₹22,000.00 per month

Benefits

- Flexible schedule
- Paid sick time

Work Location: In person

📌 Front Office Manager (Hyderabad)
🏢 ONUS ROBOTIC HOSPITAL
📍 Hyderabad