Asst. Manager Front Office & Conversion

Role Objective:

The Assistant Manager Front Office with Conversion is responsible for managing front office operations while actively driving patient conversion. The role involves overseeing patient registration, admissions, OPD flow management, and converting patient inquiries into actual admissions or procedures through effective counselling and follow-up.

Key Responsibilities:

Front Office Operations:

• Supervise and manage the day-to-day activities of the front office team.
• Ensure smooth patient registration, OPD billing, appointment scheduling, and admission processes.
• Maintain high service quality and ensure patient satisfaction at the reception and helpdesk areas.
• Monitor queue management and reduce patient waiting time.
• Handle escalations and resolve patient grievances related to front office services.

Conversion & Patient Counselling:

• Engage with walk-in patients, inquiries, and corporate/camp leads for potential conversions.
• Counsel patients about treatment plans, doctor profiles, hospital facilities, and package estimates.
• Follow up on pending inquiries for elective procedures, surgeries, or admissions.
• Coordinate with doctors, nursing, and finance teams to streamline the patient decision-making process.

Team Management & Training:

• Train front office executives on soft skills, patient handling, and conversion techniques.
• Ensure the front office staff adheres to hospital protocols and service standards.

MIS & Reporting:

• Prepare and maintain daily reports on OPD footfall, inquiries, conversions, and feedback.
• Track conversion metrics and share regular updates with the management team.

Desired Candidate Profile:

• Education:

Graduate / Postgraduate in Hospital Administration, Healthcare Management, or Business Administration.

• Experience:

More than 4 years in front office management in a hospital setup, with exposure to patient conversion roles.

• Skills Required:
• Excellent communication and interpersonal skills.
• Customer-focused with a patient-first attitude.
• Strong problem-solving and decision-making abilities.
• Familiarity with Hospital Information Systems (HIS).
• Leadership and team management capabilities.
• Proficient in MS Office and CRM/Lead Management tools.

Key Performance Indicators (KPIs):

• Patient Conversion Rate (Walk-in/Inquiry to Admission)
• Front Office Service Quality & Patient Feedback
• OPD Flow Management Efficiency
• Complaint Resolution Time
• Admission Process Turnaround Time
• Daily Reporting Accuracy and Timeliness

Job Types: Full-time, Permanent

Pay: ₹35,000.00 - ₹45,000.00 per month

Benefits:

• Leave encashment
• Paid sick time
• Provident Fund

Work Location: In person