Front Office Incharge

1. Patient experience and satisfaction

• Creating a Welcoming Environment: Ensuring that the front desk area is always clean, well-organized, and presents a welcoming atmosphere for patients and their families.
• Prompt and Courteous Service: Guiding patients with empathy and professionalism, addressing their concerns with a positive and confident demeanor, especially considering they might be anxious or distressed due to their or their loved one's health condition.
• Effective Communication: Providing clear and concise information about hospital services, appointment scheduling, and doctor timings, whether in person or over the phone.
• Complaint Resolution: Efficiently handling patient complaints and feedback, acting as a liaison between patients, their families, and the medical staff to ensure timely and satisfactory resolutions, all while upholding the hospital's reputation.

2. Adherence to NABH standards

• Patient Registration and Admissions: Implementing and maintaining documented procedures for patient registration, admissions (including emergency admissions), and transfers, in accordance with NABH standards (AAC.2).
• Displaying Services: Ensuring the hospital's defined services are prominently displayed in a bilingual format for easy understanding by all patients and visitors (AAC.1).
• Patient Rights and Education: Protecting and promoting patient rights by ensuring staff are trained and aware of these rights, and that patients are informed of their rights and responsibilities during admission (PRE.1), .
• Confidentiality and Data Protection: Maintaining strict adherence to patient privacy and data protection guidelines in accordance with NABH regulations and hospital policies.

3. Operational efficiency and coordination

• Appointment Scheduling and Follow-ups: Efficiently scheduling and confirming appointments to reduce wait times and improve patient satisfaction, as well as conducting follow-ups with patients regarding their appointments.
• Patient Record Management: Overseeing the creation, maintenance, and update of accurate patient records, including demographic details, medical history updates, and insurance information.
• Billing and Payments: Ensuring accurate billing, processing payments (including digital payment methods and insurance claims), and providing guidance and support for insurance-related issues.
• Inter-departmental Coordination: Collaborating with other departments like housekeeping, maintenance, and insurance providers for smooth patient care, ensuring proper information transmission.
• Administrative Tasks: Handling administrative tasks such as managing office supplies, maintaining the reception area, coordinating with external vendors, and overseeing equipment maintenance and repairs.

4. Training and development

• NABH Standard Training: Ensuring that front office staff are adequately trained in NABH standards and protocols related to patient handling, registration, emergency procedures, and safety initiatives.
• Customer Service Training: Providing ongoing training to enhance customer service skills, including effective communication, conflict resolution, and empathy when dealing with patients and visitors.
• IT Proficiency: Equipping staff with the necessary digital and technological skills to manage electronic health records, online appointment scheduling, and cashless payment systems.

Job Types: Full-time, Permanent, Fresher

Pay: ₹22,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift
• Morning shift
• Night shift
• Rotational shift

Work Location: In person