billing and operations manager

FORD HOSPITAL GROUP
Front Office Operations-
cum-Billing Manager
Leadership role for integrated patient-service, front-office and hospital billing
operations.
MANDATORY EXPERIENCE
Minimum 10+ years in hospital front-office operations and billing
Role Overview
Ford Hospital Group is seeking an experienced and result-oriented manager to lead the complete
front-office, patient-service and billing operations of the hospital. The role is accountable for a smooth
patient journey - from appointment and registration through admission, billing and discharge - while
ensuring billing accuracy, operational efficiency, patient satisfaction, regulatory compliance and effective
revenue control.
LOCATION
EMPLOYMENT
Patna, Bihar
Full-time
DEPARTMENT
REPORTING TO
Front Office, Patient Services & Billing
Unit Head/Centre Head and Group Billing
Head
PREFERRED JOINING
COMPENSATION
Immediate to 30 days
As per experience and industry standards
Candidates must have hands-on experience in a multispecialty hospital and sound
knowledge of OPD, IPD, Emergency, Cash, Credit, TPA, Corporate and Government-scheme
billing.
1. Key Responsibilities
Front Office and Patient-Service Operations
- Manage reception, enquiry, appointment, registration, admission, discharge and patient-helpdesk
operations.
- Ensure accurate and timely registration of OPD, IPD, Emergency and diagnostic patients.
- Supervise appointment scheduling, patient queue management and consultant coordination.
- Ensure correct patient identification and prevent duplicate or incorrect UHID creation.
Job Description | Hospital & Healthcare
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FORD HOSPITAL GROUP
Front Office Operations-cum-Billing Manager
- Coordinate bed availability, admission formalities, patient transfers and discharge activities.
- Maintain a professional, courteous and patient-friendly environment at all front-office counters.
- Monitor patient waiting time and implement corrective measures to reduce delays.
- Handle escalated patient and attendant concerns professionally and ensure timely resolution.
- Communicate room categories, hospital services, packages, cost estimates and payment requirements
clearly.
- Coordinate with Nursing, Emergency, ICU, OT, Pharmacy, Laboratory, Radiology, MRD, TPA and other
departments.
- Ensure appropriate support for VIP, corporate and referred patients without compromising hospital
policy.
- Maintain front-office discipline, grooming, communication standards and round-the-clock counter
coverage.
Hospital Billing Management
- Supervise end-to-end billing for OPD, IPD, Emergency, Pharmacy, Laboratory, Radiology, OT, ICU and
other hospital services.
- Ensure timely, accurate and complete posting of patient charges in the Hospital Information
Management System.
- Verify interim bills, final bills, package bills, credit bills and discharge bills before submission.
- Ensure investigations, procedures, medicines, consumables, implants, room charges and professional
charges are correctly billed.
- Monitor patient advances, outstanding balances, refunds, credit notes and payment settlements.
- Prevent missed billing, duplicate billing, incorrect tariffs, unauthorized discounts and revenue leakage.
- Ensure discounts, bill corrections and cancellations are supported by proper authorization and
documentation.
- Coordinate with departments to resolve billing discrepancies and missing charge entries.
- Provide accurate cost estimates and periodic billing updates to patients and attendants.
- Monitor cash, card, UPI, bank-transfer and approved credit transactions.
- Ensure daily billing closure and reconciliation with Finance and Accounts.
- Maintain complete billing records and supporting documents for audit and statutory requirements.
TPA, Corporate and Government-Scheme Coordination
- Supervise billing for TPA, insurance, corporate, CGHS, ECHS, ESIC and other approved schemes.
- Ensure correct tariff, package and contractual-rate application for each payer category.
- Coordinate with TPA and Corporate teams for pre-authorisation, enhancement, query resolution and
discharge approval.
- Verify that bills and supporting documents meet payer-specific requirements before submission.
- Monitor deductions, short payments and billing-related claim rejections.
- Implement corrective action to reduce billing errors and avoidable claim deductions.
- Ensure unauthorized credit is not extended to any patient, organisation or scheme.
Tariff and Schedule of Charges Management
- Maintain and periodically review the hospital's approved Schedule of Charges.
- Ensure correct mapping of tariffs, packages and payer agreements in the HIMS.
- Support market benchmarking of hospital tariffs, packages and service charges.
- Identify services that are missing, incorrectly priced or inadequately mapped.
- Coordinate approved tariff revisions with Finance, IT, TPA, Operations and clinical departments.
- Ensure updated charges are implemented consistently across all billing counters and units.
Job Description | Hospital & Healthcare
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FORD HOSPITAL GROUP
Front Office Operations-cum-Billing Manager
- Prevent unauthorized changes to tariffs, packages and billing masters.
Team Management
- Manage front-office executives, billing executives, admission-desk staff, discharge-desk staff, helpdesk
personnel and cashiers.
- Prepare duty rosters and ensure adequate staffing across all shifts.
- Allocate daily responsibilities and monitor individual performance.
- Conduct training on patient communication, registration, billing, HIMS usage, documentation and cash
handling.
- Establish clear KRAs and KPIs for all team members.
- Conduct shift handovers, team briefings and periodic performance reviews.
- Identify competency gaps and arrange corrective training.
- Maintain discipline, attendance, grooming and professional behaviour within the department.
- Ensure unresolved matters are documented and escalated during shift handover.
Patient Experience and Grievance Management
- Ensure patients and attendants receive clear information regarding registration, admission, billing and
discharge processes.
- Handle billing disputes and escalated complaints with sensitivity and professionalism.
- Coordinate with Patient Relations and concerned departments for prompt complaint resolution.
- Analyse recurring complaints and implement preventive measures.
- Ensure transparency in cost estimates, interim bills, final bills, refunds and payment requirements.
- Maintain confidentiality of patient, billing and financial information.
HIMS and Data Management
- Ensure accurate use of the hospital's HIMS by front-office and billing personnel.
- Monitor user access, billing permissions and maker-checker controls.
- Coordinate with IT for system errors, user-access issues, tariff mapping and software improvements.
- Ensure system access is not shared or misused.
- Monitor duplicate patient records, incorrect demographic entries and incomplete documentation.
- Support digital registration, online appointments, payment links and automated patient communication.
- Recommend practical process improvements and automation opportunities.
2. MIS and Management Reporting
Prepare accurate daily, weekly and monthly dashboards covering the following areas:
- OPD, IPD and Emergency footfall
- New and follow-up registrations
- Bed availability and occupancy coordination
- Cash and credit billing
- Admissions, discharges and patient transfers
- Gross and net billing
- Discounts, refunds and credit notes
- Billing corrections and cancellations
- Revenue leakage and missed-charge cases
- Patient complaints and resolution status
- Outstanding patient balances
- Discharge-billing turnaround time
- TPA and corporate billing status
- Staff productivity and counter-wise performance
- Operational issues, pending matters and corrective
actions
Job Description | Hospital & Healthcare
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FORD HOSPITAL GROUP
Front Office Operations-cum-Billing Manager
Significant billing variances, unresolved patient issues and revenue risks must be escalated to
management immediately.
3. Compliance, Audit and Process Control
- Ensure compliance with hospital policies, approved SOPs, NABH requirements and applicable laws.
- Maintain records required for internal, statutory, quality and financial audits.
- Ensure compliance with patient identification, consent, privacy and confidentiality requirements.
- Participate in billing, cash, documentation and process audits.
- Conduct root-cause analysis for repeated billing errors, patient complaints and operational failures.
- Implement corrective and preventive actions and monitor their effectiveness.
- Maintain segregation of duties between billing, cash collection, authorization and reconciliation.
- Immediately report suspected fraud, cash discrepancies, unauthorized discounts or system misuse.
4. Key Performance Indicators
Admission and discharge turnaround
time
Billing accuracy
Registration turnaround time
Reduction in missed charges and
revenue leakage
Daily cash and collection
reconciliation accuracy
Reduction in unauthorized discounts
and billing corrections
Reduction in TPA deductions caused
by billing errors
Patient satisfaction and
complaint-resolution time
Front-office waiting time
Accuracy and timeliness of
management reports
Outstanding-balance control
HIMS data accuracy
Staff productivity and attendance
Audit and SOP compliance
Closure of corrective and preventive
actions
5. Qualification and Experience
- Graduate in any discipline.
- MBA, MHA, PGDHA, BBA in Hospital Management or a related qualification is preferred.
- Minimum 10+ years of relevant experience in hospital front-office operations and billing is mandatory.
- At least 3 years of experience in a managerial or departmental leadership role.
- Experience in a 200/300+ bed multispecialty hospital will be strongly preferred.
- Candidates must have handled OPD, IPD, Emergency, Cash, Credit, TPA and Corporate billing.
- Sound knowledge of hospital tariffs, packages, Schedule of Charges and billing controls is essential.
- Practical experience with HIMS/HIS, Microsoft Excel, MIS reporting and billing software is mandatory.
- Knowledge of NABH standards and hospital audit requirements is preferred.
Job Description | Hospital & Healthcare
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FORD HOSPITAL GROUP
Front Office Operations-cum-Billing Manager
6. Required Skills
- Hospital front-office operations
- Admission and discharge management
- Schedule of Charges and tariff management
- Cash reconciliation
- OPD and IPD billing
- Cash, credit, TPA and corporate billing
- Revenue-leakage control
- HIMS/HIS operations
- Patient grievance management
- MIS reporting and data analysis
- Interdepartmental coordination
- Team leadership and shift management
- Internal audit and compliance
- Communication, problem-solving and decision-making
7. Preferred Candidate Profile
- Only candidates with relevant hospital or healthcare experience should apply.
- Must be capable of independently managing front-office and billing operations.
- Should possess strong leadership, communication and patient-handling skills.
- Must be capable of working effectively in a 24x7 hospital environment.
- Must demonstrate integrity, financial discipline and attention to detail.
- Should be comfortable with rotational shifts and urgent operational escalations.
- Knowledge of Hindi and English is required; proficiency in regional languages will be an advantage.
A high-accountability leadership opportunity for an experienced hospital
professional who can strengthen patient experience, billing governance and
revenue controls.
Job Description | Hospital & Healthcare
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