Front Desk Receptionist

Position Details

Particulars

Details

Job Title

Front Office Executive

Department

Front Office / Administration

Reports To

Front Office Supervisor / Hospital Administrator

Location

Surgiderma Hospital

Employment Type

Full-time

Working Hours

As per hospital shift schedule

Job Summary

The Front Office Executive is responsible for managing the hospital's reception and patient coordination activities, ensuring a smooth, professional and welcoming experience for patients, attendants and visitors. The role involves patient registration, appointment scheduling, billing coordination, handling enquiries, maintaining records and coordinating with doctors, nursing staff, insurance and other departments to ensure efficient hospital operations.

• Key Roles & ResponsibilitiesA. Patient Reception & Registration

Welcome patients, attendants and visitors courteously and professionally.

Register new patients and update existing patient details accurately in the Hospital Management System (HMS).

Verify patient information, contact details and appointment records.

Issue OPD registration slips, patient files and tokens, wherever applicable.

Guide patients to the respective doctors, departments, diagnostic services and treatment areas.

Maintain patient confidentiality and follow hospital policies.

B. Appointment & Patient Coordination

Schedule, confirm, reschedule and cancel appointments as required.

Coordinate with doctors, consultants, therapists and nursing staff regarding patient appointments.

Inform patients about appointment timings, waiting periods and consultation procedures.

Coordinate follow-up visits, review appointments and treatment schedules.

Support patient flow management to minimize waiting time.

C. Billing & Payment Coordination

Coordinate OPD consultation, procedure and treatment billing.

Generate bills, receipts and payment acknowledgements using the hospital billing system.

Handle cash, card, UPI and other approved payment methods in accordance with hospital procedures.

Coordinate with the Accounts Department regarding billing discrepancies, refunds and pending payments.

Maintain accurate daily billing and cash-handling records, wherever assigned.

D. Insurance & TPA Coordination

Guide patients regarding insurance, cashless facilities and reimbursement procedures.

Coordinate with the Insurance Department for pre-authorization, document collection and claim-related enquiries.

Ensure that required patient documents are collected and forwarded to the concerned department.

Follow up on pending insurance documentation in coordination with the Insurance Team.

E. Patient Enquiries & Customer Service

Respond to telephone calls, walk-in enquiries, emails and online appointment requests.

Provide accurate information regarding hospital services, consultation schedules, procedures and available facilities.

Handle patient complaints and concerns politely and escalate unresolved issues to the supervisor.

Maintain a patient-friendly environment and support patient satisfaction initiatives.

Assist elderly patients, persons with disabilities and patients requiring additional support.

F. Coordination with Hospital Departments

Coordinate with OPD, nursing, pharmacy, laboratory, aesthetic services, procedure rooms and Accounts.

Communicate patient requirements and appointment updates to the concerned departments.

Coordinate with housekeeping and security to maintain a clean, safe and organized reception area.

Support admission, discharge and patient transfer procedures, wherever applicable.

Ensure timely communication of operational issues to the Front Office Supervisor.

G. Documentation & Record Maintenance

Maintain patient registration records, appointment registers and enquiry logs.

Maintain daily patient footfall, consultation and billing reports, as assigned.

Ensure proper filing and retrieval of patient-related documents in accordance with hospital policies.

Maintain confidentiality of medical records and personal information.

Assist in preparing reports and documentation required for internal audits and NABH assessments.

H. Quality, Safety & NABH Compliance

Follow hospital SOPs, patient rights and responsibilities, and infection prevention practices.

Comply with patient identification, confidentiality and data protection procedures.

Maintain professional grooming, punctuality and workplace discipline.

Participate in staff training, fire safety drills, emergency response training and quality improvement activities.

Report incidents, patient grievances, safety concerns and service deviations to the supervisor.

Support NABH documentation and implementation of applicable front office quality standards.

Educational Qualification & Experience

Qualification

Any degree or diploma in Hospital Administration, Healthcare Management, Business Administration or a related field.

Experience

1–3 years of experience in hospital reception, front office or healthcare customer service preferred.

Freshers with good communication skills and a willingness to learn may also be considered.

Basic knowledge of MS Office, email and hospital management software is desirable.

Required Skills & Competencies

Excellent verbal and written communication skills.

Pleasant personality, professional grooming and a patient-friendly attitude.

Good interpersonal, coordination and problem-solving skills.

Basic computer knowledge and proficiency in MS Office.

Ability to handle multiple tasks and manage patient flow during peak hours.

Good telephone etiquette and customer service skills.

Accuracy in data entry, billing coordination and documentation.

Ability to maintain confidentiality and handle sensitive patient interactions.

Teamwork, time management and adaptability.

Key Performance Indicators (KPIs)

Sl. No.

Performance Parameter

Measurement

1

Patient Registration Accuracy

Accurate and complete patient records

2

Appointment Management

Timely scheduling and minimal appointment errors

3

Patient Waiting Time

Efficient patient flow