Front Office Receptionist

JOB DESCRIPTION

I. JOB DETAILS

Job Title

PCC / PCE / Sr. PCE - Front Office

Reporting Supervisor

Deputy Duty Manager - Front Office

II. JOB PURPOSE

To efficiently handle Registration, Billing, and Queries for patients and generate a caring and patient centric atmosphere in the Front Office.

III. KEY RESPONSIBILITIES

Core Responsibilities

Patient / Customer Care:

• To manage the Total Customer Experience Questionnaire” process & follow through customer requests.

Job Knowledge:

• To ensure total familiarity with all instructional manuals and operating procedures applicable to the role.

Process Orientation/Documentation:

• To efficiently handle appointment, admission and discharge of patients.
• To ensure timely invoice generation with accuracy.
• To accurately share Cash/ Credit/ Corporate billing and discount information with customers & achieve high levels of customer satisfaction at each interaction.
• To ensure timely registrations & timely report delivery.
• To ensure timely submission of deposited cash/cheque/drafts/ credit slips to Finance.

People Orientation:

• To maintain and contribute to cordial inter and intra team relations.

Cost & Revenue

• To effectively utilize Hospital Information System, EPABX system and other software provided.

Discipline:

• To be well groomed, punctual & adhere to company policies and practices.

IV. KEY PERFORMANCE INDICATORS

Measurable Deliverables

Patient Care / Customer Care / Community Care:

• Proactive in handling day to day staff or customer situations. And handle most issues wherein escalates critical issues.

• Timely Customer comments / complaints.

Process / Documentation / Compliance:

• TAT on delivery of services - to be maintained as per the standards laid down under ISO = 100%.

Financial Cost and Revenue Contribution:

• Accuracy in invoicing / billing.

People

• Participation in training and OJT’s.
• Team work.
• Reporting the Occupational & Environmental Issues in appropriate forums to H.O.D.

V. JOB REQUIREMENTS

Minimum Qualifications

Graduate / Post Graduate 

Experience

More than 1 to 5 years’ experience; preferably with 1 year or more, of service industry / Healthcare experience(Billing/TPA/Front Office)

Behavioural Skills

• Good Communication & Inter personal skills.
• Pro-activeness.
• Self-Driven.
• Ability to work under stress.
• Open to shift duty (The role requires to do shift duties including night shifts and emergency duties on call as per monthly planned roaster).

Technical Skills

• Good knowledge of HIS.
• Competent in handling computers.
• Process driven with eye for improvement.

Language Skills

English, Hindi

VI. KEY INTERACTIONS

Key Internal Contacts

Key External Contacts

• Departmental Teams
• Duty Manager
• Physicians, Nursing, Technicians
• Housekeeping / F & B
• Engineering and maintenance
• IT
• Inpatient / Outpatient customers (In person and Telephonic)