1. Key Responsibilities

- Supervise and manage the day-to-day operations of the hospital front office and reception.
- Lead, guide, and monitor front office executives and reception staff to ensure efficient service delivery.
- Ensure qualified handling of patients, visitors, consultants, and other stakeholders.
- Establish and implement standard operating procedures (SOPs) for reception, visitor management, inquiries, and complaint handling.
- Oversee telephone calls, appointment inquiries, visitor registration, and information desk operations.
- Coordinate with OPD, IPD, Emergency, Billing, Security, Nursing, and other departments for smooth patient flow.
- Handle escalated patient and visitor complaints promptly and professionally.
- Monitor staff attendance, duty rosters, grooming, discipline, and performance.
- Ensure accurate maintenance of visitor records, registers, reports, and front office documentation.
- Maintain confidentiality of patient information and ensure compliance with hospital policies.
- Conduct staff training on communication, hospitality, customer service, and patient handling.
- Monitor patient and visitor feedback and implement corrective measures to improve service quality.
- Prepare periodic performance reports and submit them to the reporting authority.
- Perform any other duties assigned by the competent authority.

2. Educational Qualification

- Essential: Bachelor’s Degree in Mass Communication or Hotel Management.
- Preferred: Postgraduate qualification in Hospital Administration,



Hospitality Management, or a related field.

3. Work Experience

- Minimum 3–5 years of relevant experience, preferably in front office management, hospitality, customer service, or healthcare administration.
- Prior experience in a hospital or multispecialty healthcare institution will be preferred.
- Experience in team supervision, complaint resolution, and service quality management is desirable.

4. Required Skills and Competencies

- Excellent communication and interpersonal skills in Hindi and English.
- Strong leadership, team management, and coordination abilities.
- Professional etiquette, grooming, and hospitality standards.
- Proficiency in MS Office, email, and front office management systems.
- Effective problem-solving, conflict resolution, and decision-making skills.
- Ability to manage multiple responsibilities in a busy hospital environment.
- Patient-centric approach with a strong focus on service quality and confidentiality.

5. Key Performance Indicators (KPIs)

- Patient and visitor satisfaction levels.
- Efficiency of front office operations and visitor management.
- Timely resolution of complaints and queries.
- Staff discipline, attendance, training, and performance.
- Compliance with hospital SOPs and administrative policies.
- Accuracy of records and timely submission of reports.
- Improvement in service quality and reduction in avoidable delays.

Pay: From ₹20,000.00 per month

Work Location: In person

📌 Front Office Manager (Varanasi)
🏢 Heritage Institute of Medical Sciences & Hospital
📍 Varanasi