Front Office Manager

Duties & Responsibilities of Front Office Manager (Hospital Reception)

OPD & IPD Patient Handling

• Supervise and ensure smooth handling of all walk-in and appointment-based OPD patients.
• Monitor and assist in admission process for IPD patients, ensuring accurate data entry in the Hospital Information System (HIS).
• Manage and ensure proper IPD admissions for panel patients (CGHS, ECHS, TPA, Corporate, etc.) with correct documentation.
• Ensure all pre-requisites like insurance authorization, documentation, ID proofs, and consent forms are completed during admissions.

Health Check-Up Management

• Oversee the coordination of health check-up packages – from registration to completion.
• Collect investigation reports from all relevant departments (Lab, Radiology, etc.).
• Prepare and dispatch final health check-up reports to the concerned individuals or corporates via email or physical handover.

Front Office Team Management

• Prepare and maintain monthly duty rosters for front office staff and ensure optimal manpower deployment.
• Ensure proper grooming and uniform standards are maintained by all front office and OPD coordinator staff.
• Conduct regular training sessions for front office and OPD teams on soft skills, patient handling, and communication.
• Supervise and monitor daily operations of front office, including attendance, punctuality, and task execution.
• Call Center & Appointment Management
• Oversee and manage the call center operations, ensuring prompt call answering and appointment bookings.
• Check and verify appointments booked through various platforms like:
• Hospital call center
• Practo
• Connect to Clinic
• Walk-ins or referrals
• Ensure proper appointment summaries and schedules are maintained daily and follow-ups are marked for review.

OPD Coordinator Oversight

• Prepare duty rosters for OPD coordinators ensuring proper alignment with consultants’ schedules.
• Monitor grooming, punctuality, and professionalism of OPD coordinators.
• Train coordinators in soft skills, patient communication, follow-up tracking, and post-consultation guidance.

System Operations & Billing

• Be fully proficient in Hospital Information System (HIS) for all front office and billing-related tasks.
• Supervise billing, ensure accuracy, and assist in cancelling/editing receipts in case of errors (as per protocol).
• Ensure correct cash handling, collection, and timely deposit to accounts/management with reconciliation.

Patient Feedback & Grievance Handling

• Address OPD and IPD patient grievances at the front desk with empathy and professionalism.
• Escalate unresolved issues to management and ensure closure with proper communication.
• Monitor and collect patient feedback regularly to identify areas of improvement.

Daily & Monthly Reporting

• Submit daily/weekly/monthly reports related to:
• OPD footfall and appointments
• IPD admissions
• Health check-up reports dispatched
• Revenue collected
• Staff attendance and training logs

Compliance & Standards

• Ensure adherence to hospital SOPs, NABH standards, and patient service protocols.
• Coordinate with HR and quality team for audits and compliance requirements.

Job Types: Full-time, Permanent

Pay: ₹13,150.16 - ₹45,000.00 per month

Benefits:

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

Experience:

• Hospital: 3 years (Required)

Language:

• English (Required)

Work Location: In person

Expected Start Date: 07/08/2025