Head-Front Office

Livasa Hospitals; Karnal; On-site; INR 600,000 - 900,000; Full time

Job summary

Livasa Hospitals is seeking an Operational Leader to oversee daily front office operations, admissions, and discharge processes, ensuring smooth patient flow. You will implement SOPs for registration and enquiries, supervise front office teams, and drive service standards and patient satisfaction across touchpoints.

The role requires coordinating with clinical, nursing, billing and support services, ensuring compliance with NABH standards and data privacy regulations, while tracking KPIs and

Qualifications

• Experience in managing hospital front desk operations and patient flow.
• Understanding of NABH standards and hospital SOPs.
• Ability to train staff on service standards and soft skills.

Responsibilities

• Oversee admissions, reception, enquiry counters, billing, and discharge to ensure smooth patient flow.
• Establish SOPs for registration, admission, discharge, and enquiry handling.
• Supervise GROs and front office staff, monitor KPIs and provide coaching.
• Coordinate with clinical, nursing, billing and support services for seamless patient journey.
• Ensure data privacy and participate in quality improvement initiatives.
• Track operational KPIs and prepare MIS reports for senior management.

Skills

Front office supervision

Patient communication

KPIs and performance metrics

HIS/ERP usage

Tools

HIS/ERP

Job description

1. Operational Leadership

• Oversee day-to-day operations of admission desk, reception, enquiry counters, billing desks, and discharge functions to ensure smooth patient flow.
• Establish and implement efficient SOPs for registration, admission, discharge, and enquiry handling to reduce waiting times and improve turnaround.

2. Patient Experience & Service Excellence

• Ensure empathetic, courteous, and efficient service delivery at all patient interaction points.
• Implement structured grievance redressal and service recovery mechanisms to handle complaints and patient concerns.
• Drive continuous improvement in patient satisfaction scores through regular feedback analysis.

3. Team Supervision & Development

• Supervise, mentor, and monitor Front Office Executives, Supervisors, Guest Relations Officers (GROs), and Coordinators.
• Conduct training and skill enhancement programs on patient communication, soft skills, HIS/ERP usage, and service standards.
• Set and monitor KPIs and performance metrics for front office staff.

4. Coordination & Stakeholder Management

• Act as the key liaison between patients, clinical departments, nursing, billing, and support services to ensure seamless patient journey.
• Coordinate with emergency, OPD, IPD, and diagnostic services to streamline admissions, transfers, and discharges.

5. Compliance & Quality Assurance

• Ensure compliance with NABH standards, hospital SOPs, statutory and regulatory requirements.
• Support audit readiness and participate in quality improvement initiatives.
• Maintain data privacy and confidentiality of patient records in line with regulatory standards.

6. MIS, Reporting & Digital Enablement

• Track and analyze operational KPIs including patient waiting time, admission/discharge turnaround time (TAT), patient satisfaction, and revenue realization at the front office.
• Prepare and present MIS reports and dashboards to senior management with actionable insights.
• Implement and optimize digital solutions such as HIS/ERP integration, online registration systems, queue management tools, and digital feedback mechanisms.

7. Strategic & Financial Contribution

• Monitor billing accuracy, collections, and payment reconciliations to ensure financial discipline at the front office.
• Drive cost optimization initiatives without compromising on service quality.
• Contribute to strategic planning by analyzing trends in patient footfall, service demand, and operational efficiency.