Senior Front Office Executive

Position Summary

The Front Office Executive is the first point of contact for patients, attendants, and visitors at Karauli Diagnostics. The role involves greeting and assisting patients, managing appointments, handling inquiries, ensuring smooth registration & billing processes, and coordinating with clinical and technical teams to deliver an excellent patient experience in compliance with NABH standards.

Key Responsibilities

1. 1. Patient Reception & Registration

· Greet patients and visitors with courtesy and professionalism.

· Register patients in the Hospital Information System (HIS) accurately.

· Verify patient details, ID proofs, and medical requisitions before registration.

· Guide patients through diagnostic procedures, preparation requirements, and safety instructions.

2. 2. Appointment & Queue Management

· Schedule, confirm, and reschedule appointments in coordination with the concerned departments.

· Manage patient flow to avoid overcrowding and reduce waiting time.

· Coordinate with CT, MRI, X-ray, Ultrasound, Pathology, and other departments for smooth workflow.

3. 3. Billing & Cash Handling

· Generate estimates, collect payments, and issue receipts.

· Ensure correct application of package rates, discounts, or referral codes as per policy.

· Maintain daily cash and transaction records for reconciliation.

4. 4. Communication & Customer Service

· Handle incoming calls, WhatsApp inquiries, and walk-in queries promptly.

· Provide information about services, packages, pricing, and preparation instructions.

· Address patient complaints with empathy and escalate unresolved issues to the supervisor.

5. 5. Documentation & Compliance

· Maintain accurate patient records, consent forms, and billing documentation.

· Follow NABH protocols for patient identification, confidentiality, and data security.

· Assist in incident reporting, feedback collection, and periodic audits.

6. 6. Coordination with Internal Teams

· Inform radiologists, pathologists, and technicians about urgent cases.

· Track and ensure timely delivery of reports to patients and referring doctors.

· Assist in doctor referral follow-ups when required.

7. 7. Safety & Facility Management

· Ensure the reception area is clean, organized, and presentable.

· Report any facility hazards (slippery floors, electrical faults, etc.) immediately.

· Assist in implementing patient safety protocols during emergencies.

Qualifications & Skills Required

• Education: Graduate (preferably in Hospitality, Healthcare Management, or any relevant field).
• Experience: 1–3 years in healthcare front office, diagnostics, or hospital reception.
• Technical Skills:

- Proficiency in MS Office & Hospital Information Systems.

- Basic knowledge of medical terminology preferred.

• Soft Skills:

- Excellent communication (Hindi & English) and interpersonal skills.

- Strong multitasking, problem-solving, and conflict-resolution abilities.

- Empathy and patience while dealing with patients and attendants.

Work Environment

• Rotational shifts, including weekends and public holidays.
• Fast-paced environment requiring attention to detail and high patient interaction.

Performance Indicators (KPIs)

• Patient registration accuracy rate.
• Average patient wait time.
• Patient satisfaction scores.
• Error-free billing and cash handling.
• Compliance with NABH reception protocols.

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person