Receptionist / Front Office Executive

Job Title: Receptionist / Front Office Executive

Department: Front Office

Reporting To: Front Office Manager / Hospital Administrator

Location: Maiya Multispeciality Hospital LLP

:::writing{variant="document" id="84172"}Job Description – Receptionist / Front Office ExecutivePosition SummaryThe Receptionist / Front Office Executive is the first point of contact for patients, visitors, consultants, and other stakeholders. The role is responsible for providing excellent customer service, ensuring smooth patient registration, appointment scheduling, billing coordination, and maintaining accurate records while upholding hospital policies and confidentiality.

• Key ResponsibilitiesPatient Registration & ReceptionWelcome patients and visitors courteously and professionally.
• Register new patients and update existing patient records accurately.
• Verify patient identity and required documents.
• Guide patients to the appropriate department or consultant.
• Provide information regarding hospital services and facilities.
• Appointment ManagementSchedule, reschedule, and cancel appointments.
• Coordinate consultant OPD schedules.
• Inform patients of appointment timings and delays.
• Manage consultant availability and communicate schedule changes.
• Admission & Billing CoordinationCoordinate with IP billing for admissions and discharge processes.
• Assist patients with admission formalities.
• Explain registration, consultation, and admission procedures.
• Coordinate with insurance, TPA, and corporate desk whenever required.
• CommunicationHandle incoming telephone calls professionally.
• Transfer calls to the concerned department.
• Respond to patient inquiries politely and accurately.
• Coordinate with nursing, laboratory, radiology, pharmacy, and consultants.
• DocumentationMaintain accurate patient records in the Hospital Information System (HIS).
• Ensure proper filing of registration forms and documents.
• Protect patient confidentiality at all times.
• Generate daily OPD and registration reports as required.
• Cash Handling (if assigned)Collect consultation and registration charges.
• Issue receipts promptly.
• Maintain cash records accurately.
• Deposit collections as per hospital policy.
• Customer ServiceHandle patient complaints calmly and professionally.
• Escalate unresolved issues to the Front Office Manager or Administrator.
• Maintain a positive and helpful attitude toward patients and visitors.
• Ensure a clean, organized, and welcoming reception area.
• CoordinationCoordinate with consultants for OPD timing.
• Coordinate with nursing staff regarding patient movement.
• Inform housekeeping of cleanliness requirements.
• Coordinate with security for visitor management when necessary.
• Skills RequiredExcellent communication skills (English, Kannada, Hindi preferred).
• Professional appearance and positive attitude.
• Strong interpersonal and customer service skills.
• Computer proficiency (MS Office, email, HIS/EMR software).
• Good typing speed and data entry skills.
• Ability to multitask and prioritize work.
• Telephone etiquette.
• Problem-solving and conflict resolution skills.
• Time management.
• Attention to detail.
• Ability to work under pressure.
• QualificationBachelor's Degree in any discipline (preferred).
• Diploma in Hospital Administration or Front Office Management is an added advantage.
• Experience1–3 years of experience in a hospital front office is preferred.
• Freshers with excellent communication skills may also apply.
• Key Performance Indicators (KPIs)Patient registration accuracy.
• Patient satisfaction and feedback.
• Appointment scheduling efficiency.
• Telephone response time.
• Billing and registration accuracy.
• Daily reporting accuracy.
• Complaint resolution time.
• Professional behaviour and grooming.
• Attendance and punctuality.
• Working ConditionsRotational shifts, including weekends and public holidays.
• Standing and desk work for extended periods.
• Interaction with patients, attendants, consultants, and hospital staff.
• Professional Behaviour ExpectationsMaintain patient confidentiality.
• Follow NABH standards and hospital policies.
• Be punctual and well groomed.
• Wear the prescribed uniform and ID card.
• Demonstrate empathy, courtesy, and professionalism.
• Avoid personal mobile phone usage during duty hours except for official work.
• Maintain a clean and organized work area.
• Support teamwork and maintain positive communication with all departments.
• Preferred KnowledgeHospital Information System (HIS)
• OPD/IP registration
• TPA/Insurance process
• Corporate billing
• NABH standards
• Basic medical terminology
• Cash handling and POS operations
• Microsoft Excel, Word, and Outlook