Front Office Manager

ONUS ROBOTIC HOSPITALSJob Description – Front Office Executive

Department: Front Office / Patient Relations Designation: Front Office Executive (FOE) Location: ONUS Robotic Hospitals – Champapet / Uppal / Tukkuguda Reports To: Front Office Manager / Hospital Administrator Employment Type: Full-Time

Job Objective

To ensure excellent patient experience, smooth hospital front-office operations, accurate patient registration, appointment management, billing coordination, and maximum conversion of patient enquiries into consultations and admissions.

The Front Office Executive is responsible for creating a positive first impression of ONUS Robotic Hospitals.

Key Roles & Responsibilities

A. Patient Reception & Registration

Welcome every patient and attendant politely and professionally.

Register new patients accurately in HMIS.

Verify patient details and update existing records.

Generate OP consultation bills and receipts.

Guide patients to the appropriate departments and doctors.

Ensure minimum patient waiting time.

B. Appointment & OPD Management

Schedule appointments according to doctors' availability.

Coordinate with doctors and nursing staff for smooth OPD flow.

Manage walk-in patients and appointment bookings.

Inform patients about consultation fees and available services.

Follow up with patients who missed their appointments.

Maintain daily doctor-wise OPD statistics.

C. Patient Conversion & Revenue Generation

Convert hospital enquiries into confirmed OP appointments.

Explain hospital services, diagnostic facilities and treatment packages.

Coordinate with admission counsellors for patients advised IP admission.

Follow up on patients advised for surgery or admission.

Promote relevant health checkups and diagnostic services based on clinical recommendations.

Ensure no potential patient enquiry is left unattended.

D. Billing & Payment Coordination

Generate accurate OP consultation and service bills.

Collect payments through approved payment methods.

Issue receipts for all collections.

Maintain daily cash and digital payment reconciliation.

Coordinate with the billing department regarding refunds and pending payments.

Submit end-of-shift collection reports.

E. Patient Relationship & Service Quality

Handle patient complaints politely and escalate unresolved matters.

Provide accurate information about hospital services and facilities.

Assist elderly patients and patients requiring additional support.

Maintain patient privacy and confidentiality.

Collect patient feedback after consultation.

Request genuine Google reviews voluntarily without pressuring patients.

F. Internal Coordination

Coordinate with OPD doctors, nursing, pharmacy, diagnostics, billing and admission teams.

Inform concerned staff about emergency patients immediately.

Maintain communication with CRM and patient follow-up executives.

Ensure smooth transfer of patients between hospital departments.

Maintain proper shift handover records.

Daily Performance KPIs

KPI

Expected Standard

Patient Greeting

100% of arriving patients

OP Registration Accuracy

≥99%

Appointment Confirmation

≥95%

Patient Waiting Time

Target ≤15 minutes, subject to clinical availability

Incoming Enquiry Response

100% during assigned shift

Missed Appointment Follow-up

100%

OP Billing Accuracy

≥99%

Daily Collection Reconciliation

100%

Patient Complaint Documentation

100%

Genuine Patient Feedback Requests

100% of eligible discharged/consulted patients, where appropriate

Daily MIS Submission

Before shift closure

Mandatory Daily MIS Report

Every Front Office Executive must submit the following report

Metric

Daily Count

Total Walk-in Patients

New OP Patients

Review OP Patients

Total OP Registrations

Appointments Booked

Appointment No-shows

Phone Enquiries Received

Enquiries Converted to OP

Patients Advised for Admission

Confirmed Admissions

OP Collection (₹)

Diagnostic Billing (₹)

Patient Complaints

Patient Feedback Collected

Required Qualifications & Skills

Graduate in any discipline; hospital administration qualification preferred.

1–3 years of hospital front-office experience preferred.

Excellent communication in Telugu, Hindi and English.

Knowledge of hospital management software and basic computer operations.

Good patient-handling and interpersonal skills.

Ability to handle multiple patients during peak hours.

Basic knowledge of hospital billing and insurance procedures.

Professional appearance, punctuality and positive attitude.

Professional Conduct & Discipline

Report to duty punctually and maintain proper grooming.

Never argue with patients or attendants.

Do not use personal mobile phones unnecessarily during duty.

Never leave the reception unattended without arranging handover.

Do not disclose confidential patient or hospital information.

Do not provide unauthorized discounts or make unapproved treatment promises.

Maintain transparency in all financial transactions.

Escalate clinical concerns to qualified medical staff rather than providing medical advice.

Pay

₹15,000.00 - ₹22,000.00 per month

Benefits

Flexible schedule

Paid sick time

Work Location

In person