Head-Front Office

1. Operational Leadership

• Oversee day-to-day operations of admission desk, reception, enquiry counters, billing desks, and discharge functions to ensure smooth patient flow.
• Establish and implement efficient SOPs for registration, admission, discharge, and enquiry handling to reduce waiting times and improve turnaround.

2. Patient Experience & Service Excellence

• Ensure empathetic, courteous, and efficient service delivery at all patient interaction points.
• Implement structured grievance redressal and service recovery mechanisms to handle complaints and patient concerns.
• Drive continuous improvement in patient satisfaction scores through regular feedback analysis.

3. Team Supervision & Development

• Supervise, mentor, and monitor Front Office Executives, Supervisors, Guest Relations Officers (GROs), and Coordinators.
• Conduct training and skill enhancement programs on patient communication, soft skills, HIS/ERP usage, and service standards.
• Set and monitor KPIs and performance metrics for front office staff.

4. Coordination & Stakeholder Management

• Act as the key liaison between patients, clinical departments, nursing, billing, and support services to ensure seamless patient journey.
• Coordinate with emergency, OPD, IPD, and diagnostic services to streamline admissions, transfers, and discharges.

5. Compliance & Quality Assurance

• Ensure compliance with NABH standards, hospital SOPs, statutory and regulatory requirements.
• Support audit readiness and participate in quality improvement initiatives.
• Maintain data privacy and confidentiality of patient records in line with regulatory standards.

6. MIS, Reporting & Digital Enablement

• Track and analyze operational KPIs including patient waiting time, admission/discharge turnaround time (TAT), patient satisfaction, and revenue realization at the front office.
• Prepare and present MIS reports and dashboards to senior management with actionable insights.
• Implement and optimize digital solutions such as HIS/ERP integration, online registration systems, queue management tools, and digital feedback mechanisms.

7. Strategic & Financial Contribution

• Monitor billing accuracy, collections, and payment reconciliations to ensure financial discipline at the front office.
• Drive cost optimization initiatives without compromising on service quality.
• Contribute to strategic planning by analyzing trends in patient footfall, service demand, and operational efficiency.

Interested candidates kindly drop your resume at [email removed] or call at [phone removed].