Head-Front Office

Livasa Hospitals; Mohali; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Livasa Hospitals in Mohali, India seeks an experienced operations leader to oversee the front office, registrations, admissions, and discharge processes, ensuring a smooth patient journey.

The role focuses on implementing SOPs, enhancing patient experience, staff training, data-driven reporting, and NABH-compliant service delivery in a busy hospital setting.

Responsibilities

• Oversee day-to-day operations of the admission desk, reception, enquiry counters, billing desks, and discharge processes to ensure smooth patient flow.
• Establish and implement SOPs for registration, admission, discharge, and enquiry handling to reduce waiting times and improve turnaround.
• Ensure empathetic, courteous service at all patient touchpoints.
• Drive structured grievance redressal and service recovery mechanisms to handle complaints and patient concerns.
• Supervise Front Office staff including GROs, Supervisors, and Coordinators.
• Conduct training on patient communication, HIS/ERP usage, and service standards.
• Set and monitor KPIs and performance metrics for front office staff.
• Act as liaison between patients, clinical departments, nursing, billing, and support services.
• Coordinate with emergency, OPD, IPD, and diagnostic services to streamline admissions, transfers, and discharges.
• Ensure NABH compliance, 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.
• Track and analyze operational KPIs including waiting time, admission/discharge turnaround time, patient satisfaction, and revenue realization; present MIS reports with insights.
• Implement and optimize digital solutions such as HIS/ERP integration, online registration, queue management, and digital feedback mechanisms.
• Monitor billing accuracy, collections, and payment reconciliations to ensure financial discipline at the front office.
• Drive cost optimization initiatives without compromising service quality.
• Contribute to strategic planning by analyzing trends in patient footfall, service demand, and operational efficiency.

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.