Front Office Manager

Job Purpose

To manage and supervise the overall front office operations, ensure smooth patient flow, maintain excellent patient service standards, coordinate with various departments and ensure efficient functioning of the hospital reception and billing operations.

Duties and Responsibilities

Front Office Operations

• Supervise the daily activities of the front office and reception team.
• Ensure smooth patient registration, appointment scheduling and queue management.
• Monitor OP billing, admission and discharge-related front office activities.
• Ensure proper handling of patient enquiries, complaints and feedback.
• Maintain discipline and professional behaviour among front office staff.

Team Management

• Allocate duties and responsibilities to front office employees.
• Prepare staff duty rosters and manage shift arrangements.
• Monitor staff attendance, punctuality and performance.
• Conduct regular training for front office staff.
• Evaluate employee performance and report staff-related issues to management.

Patient Relationship Management

• Ensure courteous and professional communication with patients and attendants.
• Handle escalated patient complaints and resolve issues promptly.
• Ensure minimum waiting time and proper patient guidance.
• Maintain patient satisfaction and service quality.
• Coordinate special arrangements for senior citizens, VIP patients and emergency cases.

Coordination with Departments

• Coordinate with doctors, optometrists, nursing, pharmacy, optical, insurance and billing departments.
• Ensure proper communication between front office and clinical departments.
• Monitor patient movement from registration to consultation and further investigations.
• Coordinate with the insurance and TPA team regarding patient-related requirements.

Billing and Documentation

• Monitor billing accuracy and cash-handling procedures.
• Ensure proper maintenance of registration records and daily reports.
• Verify daily billing summaries and cash collection reports.
• Ensure compliance with hospital policies regarding discounts, refunds and concessions.
• Monitor proper usage of hospital software and patient management systems.

Quality and Compliance

• Ensure compliance with hospital policies and NABH standards.
• Maintain cleanliness, orderliness and professional appearance of the reception area.
• Ensure patient confidentiality and proper handling of medical records.
• Identify operational gaps and recommend improvements.
• Ensure proper implementation of SOPs and service protocols.

Reporting and Performance Monitoring

• Submit daily, weekly and monthly front office performance reports.
• Monitor patient registration, billing, waiting time and complaint statistics.
• Report operational challenges and staff-related issues to management.
• Implement corrective actions based on management instructions.

Qualifications

• Any Degree / Bachelor's Degree in Hospital Administration or Healthcare Management preferred.
• Minimum 3–5 years of experience in hospital front office operations.
• Previous experience in a supervisory or managerial role preferred.
• Good communication and computer skills.
• Knowledge of hospital billing, patient management software and insurance procedures.

Required Skills and Competencies

• Leadership and team management.
• Excellent communication and interpersonal skills.
• Patient handling and complaint management.
• Problem-solving and decision-making abilities.
• Multitasking and time management.
• Knowledge of hospital operations and customer service standards.

Performance Indicators (KPIs)

• Patient satisfaction and complaint resolution.
• Reduction in patient waiting time.
• Accuracy in registration and billing.
• Staff productivity and discipline.
• Smooth coordination between departments.
• Compliance with hospital policies and SOPs.

Pay

₹12,000.00 - ₹25,000.00 per month

Work Location

In person