1. Job Purpose

To manage front office operations efficiently by welcoming patients and visitors, handling registration and enquiries, coordinating appointments, maintaining accurate records, and ensuring a professional, patient-friendly experience in accordance with hospital policies.

1. Key ResponsibilitiesA.

Patient

Reception and Registration

- Welcome patients, visitors, and attendants courteously.

- Register recent and existing patients in the hospital management system.

- Verify patient details and ensure accurate data entry.

- Guide patients to the appropriate department, consultation room, ICU reception, or other service areas.

- Issue patient registration numbers, tokens, and relevant documents as required.

- Maintain confidentiality of patient information.

B. Telephone and Enquiry Management

- Attend incoming calls promptly and professionally.

- Respond to general enquiries regarding hospital services, departments, visiting hours, and appointment procedures.

- Transfer calls to the appropriate department or authorised personnel.

- Record messages accurately and ensure timely communication.

- Handle patient and visitor concerns politely and escalate complaints when necessary.

C. Appointment and Patient Coordination

- Schedule, confirm, and coordinate appointments with doctors and consultants.

- Coordinate with nursing, billing, insurance, and other departments to facilitate patient services.

- Provide accurate information regarding consultation schedules and service availability.

- Assist patients and attendants with directions and required formalities.

- Coordinate patient movement and transfers as instructed by authorised clinical staff.

D. Billing and Administrative Support

- Coordinate with the billing department for registration charges, consultation fees, and other applicable charges.





- Guide patients regarding payment counters and billing procedures.

- Issue receipts or process payments only when authorised.

- Maintain registers, visitor logs, appointment records, and other assigned documentation.

- Support insurance and cashless admission enquiries by directing patients to the appropriate team.

E. Emergency and Patient Safety Support

- Immediately inform the concerned clinical team when an emergency patient arrives.

- Activate the hospital's emergency response process as per established protocols.

- Ensure emergency calls and messages are communicated without delay.

- Maintain a calm and organised reception area during emergency situations.

- Never delay emergency clinical attention for registration or payment formalities.

F. Coordination and Communication

- Maintain effective communication with doctors, nurses, security, housekeeping, billing, and administration teams.

- Ensure proper shift handover of pending enquiries, appointments, complaints, and other important information.

- Escalate unresolved issues to the Front Office In-Charge or Operations Manager.

- Support smooth coordination between patients, attendants, and hospital departments.

G. Documentation and Compliance

- Maintain accurate patient registration and front office records.

- Follow hospital policies, patient confidentiality requirements, and data protection procedures.





- Adhere to infection prevention and control practices.

- Ensure compliance with applicable hospital quality standards, including NABH requirements.

- Keep the reception area clean, organised, and presentable.

1. Qualifications and Experience

- Educational Qualification: Any degree; a qualification in hospital administration is preferred.

- Experience: 1–3 years of experience in front office operations, preferably in a hospital or healthcare setting.

- Computer Skills: MS Office, email, data entry, and hospital management software.

- Communication Skills: Good verbal communication in Tamil and English; additional languages are an advantage.

- Personal Attributes: Courteous, patient-focused, organised, punctual, and capable of handling pressure.

1. Key Performance Indicators (KPIs)

- Accuracy of patient registration and data entry.

- Timeliness in attending calls and handling enquiries.

- Patient and visitor satisfaction.

- Appointment scheduling and coordination efficiency.

- Accuracy of registers and documentation.

- Compliance with hospital policies and confidentiality requirements.

- Timely escalation of complaints and emergency information.

- Punctuality, attendance, and effective shift handover.

1. General Responsibilities

- Follow assigned duty timings, shift schedules, and attendance procedures.

- Maintain professional behaviour and a patient-friendly approach.

- Avoid sharing confidential patient or hospital information with unauthorised persons.

- Attend staff meetings, training programmes, and quality improvement activities.

- Perform other duties assigned by the Front Office In-Charge or Manager – Operations, within the scope of the role.

Benefits

- Provident Fund

Work Location: In person

📌 Front Office Executive (Kolathur)
🏢 Chakra critical care centre and hospitals
📍 Kolathur