Front Desk Executive

Key Responsibilities Front Desk Executive

1. Patient Reception & Communication

• Greet patients warmly in-person and over the phone.
  
• Ensure a positive first impression.
  
• Answer incoming calls and direct inquiries appropriately.
  
• Maintain patient confidentiality (HIPAA/compliance standards).
  
• Guide new patients on registration and facility layout.
  

2. Patient Registration & Information Management

• Accurately register patients in the system.
  
• Inform patients about consultation charges, packages, and services.
  
• Collect and update patient information with consent.
  
• Support follow-ups and promotional initiatives.
  

3. Appointment Scheduling & Coordination

• Coordinate with Call Centre to schedule appointments across departments.
  
• Optimize appointment calendar to reduce wait times and avoid conflicts.
  
• Liaise with consultants and diagnostics teams for timely service.
  
• Inform patients proactively about delays, rescheduling, or follow-ups.
  
• Maintain daily appointment logs and report discrepancies.
  

4. Billing & Payment Processing

• Handle billing transactions (cash, card, UPI, digital payments).
  
• Provide receipts and clarify billing queries.
  
• Ensure billed services match actual visits/treatments.
  
• Reconcile daily collections and submit reports to accounts.
  

5. Front Office & Administrative Management

• Maintain a clean and professional front desk.
  
• Ensure availability of brochures, forms, pens, sanitizer, etc.
  
• Track and replenish consumables and stationery.
  
• Support documentation, data entry, and report preparation.
  
• Maintain SOP checklists for daily operations.
  

6. Patient Experience & Grievance Handling

• Address patient concerns with empathy and professionalism.
  
• Escalate unresolved issues per escalation matrix.
  
• Gather and route patient feedback for quality improvement.
  
• Promote service excellence aligned with RxDx's values.
  

7. Interdepartmental Coordination

• Liaise with pharmacy, diagnostics, specialty clinics, and admin teams.
  
• Track service timelines and update patients.
  
• Coordinate with housekeeping and security for cleanliness and safety.
  

8. Compliance & Operational Standards

• Follow SOPs and clinical protocols.
  
• Support operational audits and quality initiatives.
  
• Participate in training (soft skills, HIS systems, emergency preparedness).
  

Qualifications & Experience

Education

• Bachelor's degree with minimum 1 year of relevant experience, OR
  
• Higher secondary (12th standard) with minimum 3 years of relevant experience.
  

Preferred Background

• Experience in customer care or front desk roles (preferably healthcare).
  
• Proficiency in hospital management software and basic computer applications.
  

Key Competencies & Skills

• Strong communication skills (English & Kannada preferred).
  
• Knowledge of Hindi and Southern Indian languages is a plus.
  
• Customer-centric attitude with attention to detail.
  
• Problem-solving and multitasking abilities.
  
• Ability to maintain confidentiality.
  
• Respectful and team-oriented mindset.
  
• Excellent management and organizational skills.
  
• Analytical thinking and decision-making abilities.
  
• Willingness to take disciplined risks and lead initiatives.
  
• Strong liaison and networking skills.
  
• Documentation and reporting proficiency.
  
• Financial acumen and MS Office proficiency.
  
• Interpersonal and teamwork orientation.
  
• Ability to manage competing priorities
  

Other Essential Skills

• Polite and respectful toward colleagues.
  
• Self-driven, result-oriented, and positive outlook.
  
• Focused on quality and sustainability.
  
• Reliable, resilient, and determined.
  
• Exposure to marketing functions.
  
• Approachable and a good listener.
  
• Encourages innovation and transparency.
  
• Honest and open in communication.
  

Additional Requirements for Multispecialty Clinics

• Familiarity with coordinating across multiple specialties.
  
• Understanding of multispecialty healthcare needs.
  
• Experience managing high patient volumes.
  
• Ability to prioritize tasks effectively.
  

• Familiarity with coordinating across multiple specialties.
  
• Understanding of multispecialty healthcare needs.
  
• Experience managing high patient volumes.
  
• Ability to prioritize tasks effectively.