Senior Executive - Front Office Operations

Bangalore Gastro Centre; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Bangalore Gastro Centre in Bengaluru seeks a proactive Front Desk Executive to manage patient reception, registration, and information services. You will supervise the front desk, ensure smooth queue flow, and assist with billing and document checks.

This role emphasizes NABH compliance, accurate patient identification, clear communication of wait times, and friendly service. You will log feedback, support cash and digital payments, and help maintain a calm, welcoming lobby.

Qualifications

• Experience in front office operations within a hospital or clinic.
• Excellent communication and interpersonal skills.
• Strong attention to detail in registration and billing processes.

Responsibilities

• Greet and register patients accurately at the front desk.
• Monitor lobby queue to prevent crowding and ensure calm environment.
• Provide information on services, doctors, tariffs, and policies.

Skills

Front desk

Patient service

Billing

Queue management

NABH compliance

Communication

Tools

HIS

Job description

Core Roles and Responsibilities Front Office & Patient Reception

• Patient Welcoming: Supervise the front desk to ensure every patient is greeted warmly, guided efficiently, and registered correctly.
• Queue Management: Actively monitor the lobby area to prevent crowding and maintain a calm, professional environment.
• Information Desk: Provide accurate information regarding hospital services, doctor availability, room tariffs, and general policies. [1]

OP Wait-Time Optimization & Doctor Allocation

• Appointment Tracking: Monitor the daily OPD appointment schedule, tracking patient arrivals against doctor check-in times. [1]
• Walk-In Segmentation: Evaluate walk-in patient loads in real-time and distribute them equally among available doctors to optimize consultation queues.
• Delay Mitigation: Identify delayed consultation rooms immediately and communicate proactively with waiting patients to manage expectations and offer solutions. [1]

Accurate Billing & Financial Transactions

• Error-Free Billing: Generate precise bills for consultations, diagnostic tests, and health packages, ensuring correct tariff codes are applied. [1]
• Corporate & Insurance Check: Verify patient eligibility for corporate discounts, insurance empanelment, or government schemes before billing.
• Cash & POS Management: Securely handle cash, credit cards, and digital payments, completing accurate day-end cash closure reports.

Feedback Collection & Service Recovery

• Proactive Feedback: Connect with patients in the OP waiting lounge and discharge areas to collect live feedback on their experience.
• Grievance Redressal: Handle minor patient complaints on the spot (service recovery) before they elevate into formal grievances.
• Data Logging: Input all feedback data into the hospital information system (HIS) to help management analyze trends and improve services.

NABH Quality & Compliance Expectations

• Patient Rights: Ensure strict adherence to NABH guidelines regarding patient privacy, confidentiality, and dignity at the front desk.
• Identificaton Standards: Double-check patient identities using at least two identifiers (e.g., Name and UHID) during registration and billing to prevent medical errors.
• Communication: Maintain clear, transparent communication regarding estimated wait times, pricing, and hospital policies. [1, 2, 3]

Key Performance Indicators (KPIs)

• Average Patient Wait Time: Keeping OPD registration-to-consultation wait times under 15 minutes.
• Billing Accuracy Rate: Maintaining a 99.9% error-free rate on daily financial transactions.
• Feedback Volume: Meeting weekly targets for completed patient experience feedback forms.
• Queue Balance: Demonstrating equal distribution of walk-in volumes across identical clinical specialties.