Deputy Duty Manager - Front Office

Max Healthcare, Shalimar Bagh, New Delhi

New Delhi

On-site

INR 1,200,000 - 1,800,000

Full time

4 days ago

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Job summary

Max Healthcare in Delhi is seeking a Deputy Duty Manager / Duty Manager - Front Office to lead frontline operations, ensuring exceptional patient experience and seamless billing workflows. The role requires 4–6 years in healthcare and strong communication in English and Hindi.

You will oversee front office teams, coordinate with diagnostics and medical staff, and implement policy-driven service standards to enhance operational efficiency and patient satisfaction.

Qualifications

Graduate with a post-graduate preference in Hospital Management.
4–6 years of healthcare experience in the relevant area.
Fluent in English and Hindi with good communication skills.

Responsibilities

Resolve day-to-day patient/visitor complaints and manage customer experience.
Oversee front office operations and staff on a daily basis.
Ensure accurate patient invoicing and billing processes; handle refunds and related issues.

Skills

HIS knowledge

Computer literacy

Process improvement

Education

Graduate with Hospital Management PG

Tools

Hospital Information System

Job description

JOB DESCRIPTION

I. JOB DETAILS

Job Title

Deputy Duty Manager / Duty Manager - Front Office

Reporting Supervisor

Head Front Office

II. JOB PURPOSE

To generate and maintain systems, to efficiently manage Front Office responsibilities and to achieve high standards of efficiency and customer satisfaction.

III. KEY RESPONSIBILITIES

Core Responsibilities

Patient / Customer Care:

To resolve day to day patients / visitors complaints and manage the total Customer Experience Questionnaires dissemination process.
To be able to handle Patients, their Attendants and Families including VVIPs.
To efficiently run departmental operations with maximum degree of Patient Centricity.
To be available at functional areas for Patient contact in all duty hours.

Process Orientation/Documentation:

To effectively implement policies, procedures through Front Office personnel.
To daily supervise front office services and staffing.
To ensure accurate patient invoicing, billing, refunds etc. and resolve all problems associated with patient billing.
To have complete orientation of operating software of Hospital.
Comply with the service quality Process, environmental & occupational issues & policies of the respective area.
To have complete Awareness about Disaster Management Programme (DMP) of the hospital.

People Orientation:

To ensure efficient functioning of Front Office personnel / processes / systems.
To ensure FO Teams awareness and readiness towards emergency patient handling roles.
To coordinate with diagnostic and treatment activities to achieve high customer satisfaction levels with services.
To coordinate with medical staff and other departments on behalf of Front Office Team.

Cost & Revenue:

To effectively utilize Hospital Information System, EPABX system and other software provided.
To be aware and develop cost efficient operations for the Department.

Discipline:

To conduct & coordinate training programs for front office team on process, policy & services.
To be well groomed, punctual & adhere to company policies and practices.

IV. KEY PERFORMANCE INDICATORS

Measurable Deliverables

OPD Bill dispatch TAT within 4 days in 90% cases. IP & OP patient satisfaction scores for billing above MHC targets.
PHP TAT as per the standards laid down in Processes in 90% cases.
95% Compliance with planned training by the department.
Less than 1% error in billing and payment recovery.

V. JOB REQUIREMENTS

Minimum Qualifications

Graduate (Preferably with Post Graduate in Hospital Management)

Experience

4 to 6 years of healthcare experience in the relevant work.

Behavioural Skills