Front Office Executive

Purpose /Role-

To be the first point of physical contact for customers visiting DCC, establishing a good first impression as this job role would be the first point of contact at our unit for customers. Updating and maintaining customer records, as well as invoices and billing.

Specific Responsibilities-

To greet and assist all customers with a smile as they enter the premises.

Check in customers, and provide customer/pet lists to the doctors.

Having thorough knowledge about the rates for different services and packages, and conveying the same to customers depending on their needs.

Direct customer flow throughout the premises and guide them across the premises in case of any queries.

Ensure all customer details are valid for bill posting.

Reconciling and verifying the total amount before billing the customers.

Ensuring customer details and information are accurately updated in the hospital management system.

Ensure all rules and regulations are in compliance with local state laws and DCC policies in the customer waiting area.

Calculating total charges for the customers accurately and collecting the fees securely.

Call handling, clear communication with first time customers or repeat customers.

Accurate documentation of all cash flow

Cross checking medical records

In case of any customer grievance, a detailed grievance report needs to be escalated to the CRM team and a file to be maintained containing all the different grievances for review.

Responsible for managing and maintaining invoices, vaccination records and anti-parasitic records.

Works in coordination with the medical team and the CRM team on a day-to-day basis.

Making purchase orders and maintaining all invoices in a file.

Should be comfortable working 6 days a week; due to nature of industry and operational demands.

Core operational / Technical Competencies-

Logical Thinking

Customer Handling

Strong Interpersonal Skills

Professional Attitude

Comfortable using technology

Experience, Knowledge and Technical skills-

At least one to two years of relevant experience in Front Desk Handling. Should have preferably worked in a hospital setting or hospitality.

Basic Computer Knowledge and familiarity with Ms-Word, Excel, Calendar blocks and record Familiar with customer service processes, procedures and policies.

Understanding the importance of being the first point of contact and creating a good first impression.

Required Behaviors-

Good at Situation Handling

Hard-Working

Excellent communication skills in English (both verbal and written).

Excellent interpersonal and organizational skills.

Fondness towards pets and companions

Personal attributes-

Energetic

Goal Orientation

Strong Work Ethic

Time and Pressure Management

Customer Focused Approach