Front Office - Executive with BLK Max Hospital

Roles and Responsibilities

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

• Actively participate in training sessions and complete mandatory certifications

Compliance & Internal Controls

• Ensure strict adherence to cash handling and financial protocols

Preferred Candidate Profile

• 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