Front Office Patient Experience

Improve overall patient experience, focusing on high IMRB (customer satisfaction) scores
Ensure professional, courteous interaction with patients and attendants
Promptly resolve patient complaints and service issues
Maintain appropriate decorum and patient-centric communication at all times

Internal Administration

Handle all front desk operations including Admission, Discharge, PHP, and OPD processes
Manage appointment bookings, rescheduling, and cancellations efficiently
Perform accurate and timely registration and billing
Share information transparently with patients and attendants on charges, discounts, and procedures
Counsel patients and families when required on process or financial matters
Maintain accurate and complete data entry in the Hospital Information System (HIS)
Ensure timely delivery of reports and documentation to patients
Handle TPA (Third Party Administrator) queries, approvals, and resolve discrepancies
Submit daily cash/cheque/credit collection and documentation to finance with scroll
Adhere to corporate/credit/cash billing and discount protocols
Follow all front office SOPs and operational manuals
Utilize hospital software and tools effectively
Maintain awareness of hospital Disaster Management Programme (DMP)
Comply with environmental, occupational safety, and patient safety policies
Monitor and report any revenue leakage or pilferage concerns

Service Culture

Maintain professional grooming, punctuality, and adherence to hospital code of conduct

Skilling & Training

Compliance & Internal Controls

Graduate in any discipline
Must have prior experience in a hospital or diagnostic center front office operations
Good communication, interpersonal, and customer handling skills
Familiarity with HIS or similar hospital systems preferred
Willingness to work in rotational shifts, including weekends

Front Office - Executive with BLK Max Hospital