Lead Front Office
Location:
Industry:
About the Role:
We are looking for a dynamic and patient-centric Lead Front Office to manage the front office operations of an 80-bed hospital. The incumbent will be responsible for managing a team of 78 front office executives, ensuring smooth patient registration, admission and discharge processes, efficient billing coordination, and a positive patient and attendant experience.
Key Responsibilities
1. Front Office Operations
- Oversee daily front office activities, including patient registration, appointments, OPD coordination, admissions and discharge formalities.
- Ensure smooth coordination between the front office, OPD, IPD, billing, nursing, insurance and other hospital departments.
- Monitor patient flow and minimize waiting time at registration, consultation and billing counters.
- Ensure accurate maintenance of patient records and timely updating of hospital information systems.
2. Team Management & Supervision
- Lead, supervise and manage a team of 7-8 front office executives.
- Allocate duties, manage staff rosters and ensure adequate counter coverage across shifts.
- Monitor team performance, productivity, attendance and adherence to hospital protocols.
- Train team members on patient handling, communication, service standards and operational procedures.
- Handle escalations and support team members in resolving complex patient-related issues.
3. Patient Experience & Grievance Handling
- Ensure courteous, empathetic and professional communication with patients and their attendants.
- Address patient queries, complaints and service-related concerns promptly.
- Ensure a seamless patient experience from registration through admission and discharge.
- Monitor patient feedback and implement corrective actions to improve satisfaction.
4. Billing & Administrative Coordination
- Coordinate with billing, cash counter and insurance/TPA teams to facilitate smooth patient transactions.
- Ensure accuracy of registration details, billing documentation and patient information.
- Support cashless admission and discharge coordination, wherever applicable.
- Ensure compliance with hospital policies, documentation requirements and confidentiality standards.
5. Quality & Process Improvement
- Ensure adherence to hospital SOPs, service quality standards and applicable patient privacy requirements.
- Monitor front office performance metrics, including patient waiting time, registration accuracy, complaint resolution and patient satisfaction.
- Prepare daily operational reports and escalate unresolved issues to the reporting manager.
- Identify process gaps and recommend improvements in front office efficiency.
Candidate Requirements:
- Graduate in any discipline from a recognized university.
- Minimum 4+ years of experience in hospital front office operations.
- Prior experience supervising or leading a front office team is essential.
- Experience managing a team of approximately 510 members will be preferred.
- Good knowledge of patient registration, OPD/IPD processes, admission and discharge coordination, and hospital billing workflows.
- Working knowledge of Hospital Information Systems (HIS/HMS) and MS Office.
- Strong communication, interpersonal, problem-solving and team management skills.
- Patient-centric approach with the ability to handle pressure and resolve service issues effectively.
- Candidates currently working in multispecialty hospitals or reputed hospital chains will be preferred.
9354909514
