Front Office Manager

Front Office Operations

• Manage day-to-day operations of the hospital reception/front office.
• Ensure smooth patient registration, appointment scheduling, admission, discharge coordination, and information-desk activities.
• Monitor patient and visitor flow and minimize waiting time.
• Ensure accurate collection and maintenance of patient information and documentation.
• Coordinate VIP, corporate, insurance, and emergency patient requirements as applicable.

2. Team Management

• Supervise, train, and motivate front office executives and reception staff.
• Prepare duty rosters and ensure adequate staffing across shifts.
• Monitor attendance, punctuality, grooming, discipline, and work performance.
• Conduct regular team briefings and provide feedback/coaching.

3. Patient Experience

• Maintain high standards of patient service and hospitality.
• Handle patient/attendant queries, complaints, and escalations professionally.
• Coordinate with concerned departments to resolve service-related issues promptly.
• Collect and review patient feedback and identify opportunities for improvement.

4. Coordination With Other Departments

• Coordinate with OPD, IPD, Emergency, Billing, Nursing, Diagnostics, Pharmacy, Insurance/TPA, Medical Records, and other departments.
• Ensure timely communication of patient-related information between departments.
• Support smooth admission, transfer, and discharge processes.

5. Billing, Insurance & TPA Coordination

• Coordinate with billing and insurance/TPA teams regarding patient requirements.
• Ensure that required documents and approvals are collected and communicated appropriately.
• Follow up on pending documentation or authorization issues affecting patient services.

6. Process & Quality Management

• Ensure compliance with hospital SOPs, policies, and service standards.
• Maintain confidentiality and security of patient information.
• Monitor key operational indicators such as registration time, waiting time, complaints, and patient satisfaction.
• Participate in internal audits, quality initiatives, and accreditation-related activities such as NABH requirements, where applicable.

7. Reporting & Administration

• Prepare daily/weekly/monthly operational reports as required.
• Monitor front office records, registers, and documentation.
• Identify operational gaps and recommend corrective actions to management.
• Assist hospital management in implementing new systems, processes, and patient-service initiatives.