Front Office Assistant

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Designation: Front Office Assistant

Department: Administration

Reporting To: Front Office Manager / Team Leader.

Job Summary

The Front Office Assistant is responsible for welcoming patients and visitors, managing patient registration, scheduling appointments, handling phone calls, maintaining records, and ensuring smooth communication between patients and hospital departments. The role requires strong communication skills, accuracy in documentation, and a patient-friendly approach.

Responsibilities and Accountabilities

1.   Welcome patients and visitors to the hospital and provide necessary assistance, support, and comfort.

2.   Register new patients visiting the hospital for the first time and create accurate patient records.

3.   Prepare and maintain patient files, patient registration cards, and paste barcodes of the patient registration number on files.

4.   Schedule new and follow-up appointments for patients and visitors as per doctor availability.

5.   Answer incoming phone calls within the specified number of rings, route calls to the concerned department, and handle patient queries politely.

6.   Maintain effective communication with hospital departments through email and internal communication tools such as Turbo Note.

7.   Report urgent issues or communication immediately to the Team Leader, Manager, or Assistant Director – Administration.

8.   Perform accurate billing for OPD services and collect the correct payment amount from patients as per hospital billing procedures.

9.   Capture patient photographs using the Facial Recognition Application during registration.

10.Guide patients to the appropriate departments such as diagnostics, laboratory, or other services after doctor consultation.

11.Maintain and update patient details in the Daily Excel sheet and submit the daily MIS report to the HOD at the end of the day.

12.Maintain proper documentation for patient registration, reservations, and admissions without errors.

13.Ensure confidentiality and secure handling of patient information and hospital records.

14.Keep the reception and waiting areas clean, organized, and welcoming for patients and visitors.

15.Ensure adequate availability of front office supplies and inform the concerned authority when replenishment is required.

16.Provide information to patients regarding hospital services, departments, and procedures.

17.Assist patients and visitors in completing necessary forms and documentation when required.

18.Follow hospital policies, front office protocols, and patient service standards at all times.

Required Qualifications

• Graduate in any discipline (preferred)

• Basic computer knowledge and familiarity with hospital software

• Experience in hospital front office or customer service preferred

Key Skills

• Good communication and interpersonal skills

• Customer service and patient handling

• Basic computer and data entry skills

• Attention to detail and accuracy

• Ability to handle multiple tasks

Working Conditions

• Work at all Front Office desks including Helpdesk, Operator, Admission Counter, and OPD Counter as assigned by the manger.

• Rotational shifts including weekends and holidays

• Direct interaction with patients and visitors.