Front Office Executive

CUSTOMER RELATIONS & BILLING EXECUTIVE
Organization: VAAYU Chest & Sleep Specialists
Location: Bengaluru
Employment Type: Full-time
Working Hours: 10:00 AM 6:00 PM
CTC: Approximately 3.5 LPA, depending on experience

ABOUT VAAYU
VAAYU is a comprehensive respiratory, sleep and rehabilitation centre providing specialist outpatient care, diagnostics, rehabilitation and long-term chronic respiratory care.
A major part of our work involves coordinating patients across multiple services and ensuring that every interaction whether on phone, WhatsApp or in person is professional, helpful and efficient.
We are looking for a Customer Relations & Billing Executive who can become an important link between our patients, doctors and clinical teams.

ROLE PURPOSE
This is not a conventional receptionist position.
The role has two major responsibilities:
1. Customer / Patient Relationship Management
Ensuring that patients receive timely, courteous and accurate assistance before, during and after their visit.
2. Billing & Front Office Operations
Ensuring accurate billing, collection, reconciliation and documentation of patient transactions.
The ideal candidate should enjoy communicating with people while also being comfortable with numbers, billing systems and administrative processes.

KEY RESPONSIBILITIES
A. CUSTOMER & PATIENT RELATIONS
Patient Enquiries
Handle patient enquiries received through:

• Telephone
• WhatsApp
• Walk-ins
• Website or digital enquiries
• Existing patient follow-ups

Understand the purpose of the enquiry and guide the patient appropriately.
Provide accurate information regarding:

• Doctor availability
• Appointment timings
• Consultation process
• Diagnostic services
• Rehabilitation services
• Sleep services
• Packages and programs
• Basic pricing information
• Location and visit-related instructions

Clinical advice should always be referred to the appropriate doctor or clinical team.

B. APPOINTMENT MANAGEMENT
Manage appointments for doctors and services across VAAYU.
Responsibilities include:

• Booking appointments
• Rescheduling and cancellations
• Coordinating diagnostic appointments
• Coordinating rehabilitation appointments
• Confirming appointments where required
• Informing patients regarding delays or schedule changes
• Maintaining accurate appointment records

The executive should actively help optimise appointment slots while avoiding unnecessary waiting for patients.

C. CALL MANAGEMENT
Phone communication is an important component of this role, but the objective is efficient resolution rather than simply answering every incoming call personally.
Responsibilities include:

• Answering incoming patient calls professionally
• Understanding the patient's requirement quickly
• Resolving routine enquiries
• Recording enquiries requiring follow-up
• Returning missed calls
• Escalating clinical queries appropriately
• Maintaining follow-up lists where required

Calls should be handled courteously but efficiently so that front-office activities are not disrupted.
Where possible, repetitive information should be communicated through standard WhatsApp messages, templates and digital information rather than lengthy telephone conversations.

D. PATIENT EXPERIENCE
Act as one of the primary patient-facing representatives of VAAYU.
Responsibilities include:

• Welcoming patients
• Helping them navigate the centre
• Explaining the sequence of consultation/tests
• Coordinating between patients and clinical teams
• Managing waiting times
• Updating patients regarding delays
• Helping elderly or unwell patients where required
• Addressing minor service concerns
• Escalating significant complaints appropriately

The objective is to ensure that patients feel acknowledged, informed and cared for throughout their visit.

E. BILLING
Manage patient billing accurately and efficiently.
Responsibilities include:

• Generating consultation bills
• Diagnostic billing
• Rehabilitation billing
• Package billing
• Procedure/service billing
• Applying approved discounts where authorised
• Recording advance payments
• Recording package utilisation where applicable
• Issuing receipts
• Correcting billing errors according to authorised processes

Accuracy is extremely important.
Any uncertainty regarding pricing or discounts should be clarified before finalising the transaction.

F. PAYMENT COLLECTION
Handle payments received through:

• Cash
• Card
• UPI
• Online payment
• Other authorised payment methods

Ensure that every payment is correctly entered into the billing system.
Cash handling should follow VAAYU's internal processes.

G. PATIENT FOLLOW-UP & RELATIONSHIP MANAGEMENT
Where required, coordinate non-clinical follow-up with patients.
This may include:

• Appointment reminders
• Missed appointment follow-up
• Diagnostic scheduling
• Rehabilitation scheduling
• Package-related communication
• Feedback calls
• Pending payment reminders
• Communication regarding reports or appointments

The objective is to improve continuity of care without creating excessive or unnecessary calls.
Follow-ups should preferably be organised through structured call lists, WhatsApp templates and digital workflows.

H. WHATSAPP & DIGITAL COMMUNICATION
Manage routine patient communication through authorised VAAYU channels.
Responsibilities may include:

• Appointment confirmations
• Location details
• Preparation instructions
• Service information
• Approved pricing information
• Follow-up reminders
• Standard patient information

Communication should remain concise, professional and consistent.
Personal phones should not be used for patient communication unless specifically authorised.

I. FRONT OFFICE OPERATIONS
Ensure smooth functioning of the reception and patient-facing areas.
Responsibilities include:

• Keeping the reception organised
• Ensuring required forms and documents are available
• Coordinating patient files/EMR where required
• Supporting patient registration
• Coordinating with doctors and clinical staff
• Managing patient flow
• Maintaining confidentiality at the front desk

J. PATIENT REGISTRATION & DATABASE QUALITY
Ensure that patient information is entered accurately.
Important information may include:

• Patient name
• Age/date of birth
• Gender
• Phone number
• Email where applicable
• Referral source
• Doctor
• Diagnosis/service category where authorised
• Follow-up information

Duplicate or incomplete registrations should be minimised.
Patient data must remain confidential.

K. CUSTOMER FEEDBACK & COMPLAINTS
Receive routine feedback and complaints professionally.
The executive should:

1. Listen without arguing.
2. Understand the concern.
3. Attempt to resolve simple service issues.
4. Escalate clinical or significant complaints.
5. Ensure appropriate closure where required.

Repeated complaints or service issues should be communicated to operations so that processes can be improved.

L. COORDINATION WITH OTHER TEAMS
Work closely with:

• Doctors
• Nurses
• Physiotherapists
• Rehabilitation coordinators
• Diagnostic technicians
• Patient coordinators
• Operations
• Accounts
• Management

The executive should function as a coordination point rather than attempting to personally solve every clinical or operational problem.

IMPORTANT: WHAT THIS ROLE IS NOT
To prevent role overload, the Customer Relations & Billing Executive is not expected to independently perform every administrative activity in the centre.
The person should not routinely be responsible for:

• Clinical counselling
• Providing medical advice
• Detailed clinical triage
• Marketing activities unrelated to patient communication
• Extensive administrative work belonging to other departments
• Personal assistance work for individual doctors
• Tasks that interfere with core patient communication and billing responsibilities

Non-core work should be routed to the appropriate department.

PRIORITY OF WORK
When multiple demands occur simultaneously, work should generally be prioritised as follows:
Priority 1
Patient physically present at the front desk requiring immediate assistance.
Priority 2
Billing/payment transaction currently underway.
Priority 3
Urgent patient coordination or doctor-related communication.
Priority 4
Incoming calls.
Priority 5
WhatsApp enquiries and routine follow-ups.
Priority 6
Reports, documentation and administrative work.
This prioritisation is intended to reduce unnecessary pressure during peak hours.

PERFORMANCE INDICATORS
Performance should be assessed on both patient experience and operational accuracy, rather than merely on the number of calls answered.
Suggested KPIs include:
Customer Service

• Patient feedback
• Courtesy and professionalism
• Complaint resolution
• Responsiveness to enquiries

Appointment Management

• Appointment accuracy
• Reduction in missed appointments
• Appropriate utilisation of available slots

Call Management

• Percentage of missed calls returned
• Timeliness of call-backs
• Appropriate resolution/escalation

Billing

• Billing accuracy
• Number of billing corrections
• Payment reconciliation accuracy
• Outstanding payments

Operations

• Quality of patient registration
• Documentation accuracy
• Timeliness of daily reconciliation

CANDIDATE PROFILE
We are looking for someone who is:

• Warm and patient-friendly
• Confident speaking with patients
• Comfortable handling telephone conversations
• Able to remain calm during busy periods
• Organised
• Accurate with numbers
• Comfortable handling payments
• Comfortable using computers and billing software
• Responsible and trustworthy
• Able to multitask without losing attention to detail
• Comfortable communicating with doctors and healthcare professionals

QUALIFICATIONS
Preferred:

• Graduate in any discipline
• Previous experience in a hospital, clinic, diagnostic centre, hospitality, customer service or billing environment
• Familiarity with billing software and basic Excel
• Fluency in English
• Fluency in Kannada strongly preferred
• Hindi or additional languages will be an advantage

Healthcare experience is desirable but customer-service attitude, communication ability and reliability are more important than healthcare experience alone.

EXPERIENCE
Preferred:
14 years in one or more of the following:

• Healthcare front office
• Patient coordination
• Customer relations
• Hospitality
• Billing
• Retail/customer service
• Clinic administration

Exceptional fresh graduates with strong communication skills may also be considered.

KEY COMPETENCIES
The candidate should demonstrate:
Communication

• Clear
• Polite
• Confident
• Patient

Customer Orientation

• Helpful
• Empathetic
• Solution-focused

Billing

• Accurate
• Detail-oriented
• Comfortable with numbers

Work Style

• Organised
• Dependable
• Punctual
• Able to prioritise

Professionalism

• Appropriate grooming
• Confidentiality
• Integrity
• Respectful communication

GROWTH OPPORTUNITY
A strong performer can progressively take responsibility for:

• Patient experience
• Customer relationship management
• Front-office systems
• Billing supervision
• Patient retention
• Complaint management
• Training newer front-office employees

This can provide a career pathway towards:
Senior Customer Relations Executive Customer Relations Manager Patient Experience / Front Office Manager

COMPENSATION
CTC: Approximately 3.5 LPA
Compensation may vary depending upon experience, communication skills and relevant healthcare/customer-service background.

WHY JOIN VAAYU?
At VAAYU, front-office work is not viewed simply as reception.
You are often the first and last person a patient interacts with and therefore play an important role in the overall quality of the patient's healthcare experience.
We are looking for someone who enjoys interacting with people, takes ownership of problems and wants to build a career in healthcare customer relations and operations.