Receptionist / Front Office Executive

Position: Front Office Executive

Department: Front Office / Patient Services

Location: Diagnostic Centre

Reporting To: Front Office Manager / Centre Manager

Employment Type: Full-Time

Job SummaryThe Front Office Executive is responsible for managing the reception area, welcoming patients and visitors, handling appointments, registration, billing coordination and providing accurate information regarding diagnostic services. The role requires excellent communication, customer-service skills and the ability to coordinate effectively with clinical and support departments.

Key Responsibilities1. Patient Reception & Registration

• Welcome patients and attendants in a courteous and professional manner.
• Register new and existing patients accurately in the system.
• Verify patient details, prescriptions, referrals and identification documents where required.
• Explain the registration and diagnostic process to patients.
• Maintain patient confidentiality at all times.

2. Appointment Management

• Schedule, confirm, reschedule and cancel patient appointments.
• Coordinate appointments with radiologists, doctors, technicians and other departments.
• Ensure proper patient flow and minimize waiting time.
• Follow up with patients regarding scheduled appointments when required.

3. Billing & Cash Handling

• Prepare patient bills accurately for diagnostic services.
• Collect cash, card, UPI and other approved payments.
• Provide receipts and maintain proper payment records.
• Coordinate with the accounts department regarding billing discrepancies and outstanding payments.
• Handle cash responsibly and follow daily cash-closing procedures.

4. Patient Guidance & Customer Service

• Explain available diagnostic services, preparation instructions and estimated waiting times.
• Guide patients to the appropriate departments or investigation areas.
• Handle routine patient queries professionally.
• Address complaints courteously and escalate unresolved issues to the appropriate supervisor.
• Ensure a positive patient experience.

5. Coordination with Departments

• Coordinate with laboratory, radiology, nursing, doctors, billing and other departments.
• Communicate relevant patient information accurately.
• Follow up on pending reports and coordinate report delivery as per centre procedures.
• Support smooth movement of patients throughout the centre.

6. Reports & Documentation

• Maintain accurate records of patient registrations, appointments and billing transactions.
• Verify patient information before generating bills and reports.
• Maintain daily registers and required operational records.
• Prepare basic daily reports as instructed by the supervisor.

7. Insurance / Corporate Patients

• Assist patients with insurance, corporate and referral-related documentation.
• Coordinate with the concerned team for authorization and billing requirements.
• Ensure required documents are collected and properly maintained.

8. Front Desk Management

• Maintain cleanliness, discipline and professional appearance of the reception area.
• Ensure availability of forms, stationery and patient-information materials.
• Answer telephone calls and respond to patient enquiries.
• Manage emails and other official communication as assigned.
• QualificationsAny Graduate / Diploma in any relevant discipline.
• Candidates with healthcare administration or hospital-management qualifications will be preferred.
• Basic computer knowledge is essential.
• Experience0–3 years of experience in front office, hospital, diagnostic centre, healthcare or customer service.
• Freshers with good communication and interpersonal skills may also be considered.
• Required SkillsExcellent verbal and written communication skills.
• Good customer-service and interpersonal skills.
• Basic knowledge of MS Office and computer applications.
• Good typing and data-entry skills.
• Ability to handle cash and billing transactions accurately.
• Strong coordination and follow-up skills.
• Professional appearance and positive attitude.
• Ability to handle patients calmly during busy periods.
• Willingness to work in shifts, weekends and holidays as required.
• Key Performance Indicators (KPIs)Accuracy of patient registration and billing.
• Appointment scheduling efficiency.
• Patient satisfaction and service quality.
• Reduction in registration and billing errors.
• Effective coordination with clinical departments.
• Timely handling of patient queries and complaints.
• Proper maintenance of records and documentation.
• Adherence to centre policies and procedures.
• Behavioural CompetenciesPatient-focused approach.
• Courtesy and professionalism.
• Patience and empathy.
• Teamwork and coordination.
• Accountability and integrity.
• Problem-solving ability.
• Ability to work under pressure.

Note: The Front Office Executive is expected to maintain patient confidentiality and follow all organizational policies, healthcare-service standards and applicable procedures.