Walk-in | Max Patparganj : Walk-in Interview - Front Office IPD/OPD

Max Healthcare; New Delhi; On-site; INR 260,000 - 420,000; Full time

Job summary

Max Healthcare in Delhi is hiring for a Front Office Patient Experience role focused on delivering superior visitor and patient services at the hospital front desk. You will manage admissions, registrations and patient queries with accuracy and courtesy, ensuring compliance with hospital policies.

Key tasks include improving FO customer experience, handling appointments, billing support, TPA queries, cash handling and timely reporting in a fast-paced healthcare setting.

Responsibilities

• Improve customer experience at Front Office and maintain courteous behavior.
• Reduce customer complaints and provide resolution of issues.
• Manage Admission/Discharge, PHP/OPD/TPA processes efficiently.
• Book, reschedule or cancel appointments with accuracy.
• Register patients and generate bills quickly and correctly.
• Share accurate information on charges, discounts, billing and services.
• Counsel patients or attendants and capture information in HIS.
• Deliver timely reports; handle TPA queries, approvals and discrepancies.
• Provide estimates for CASH/CORP/TPA patients and manage collections.
• Bed management for admitted/non-admitted patients.
• Follow cash/credit/corporate billing instructions and SOPs.
• Familiarize with manuals and operating procedures; handle HIS efficiently.
• Awareness of Disaster Management Program (DMP).
• Comply with service quality, environmental, occupational policies and patient safety.
• Identify revenue leakage and pilferage risks and address them.

Job description

Front Office Patient Experience

• a) Improve customer experience at FO IMRB scores)
• b) Reduce customer complaints
• c) Provide resolution of customer issues
• d) Maintain correct decorum and behaviour while interacting with customer

2. Internal administration

• a) Effectively manage Admission/Discharge/PHP/OPD/ TPA and other process
• b) Appointment booking/rescheduling/cancellation
• c) Quick and error free registration and bill generation
• d) Accurate information sharing with attendant and patients related to charges, discounts, billing, documentations and services
• e) Counseling of patient or attendant
• f) Capturing accurate information related to customer/patients in HIS
• g) Timely report delivery to customer
• h) Handling TPA related queries, approval and discrepancies
• i) Ensure to provide estimates for admitted / non admitted CASH/ CORP/TPA patients
• j) Managing collection outstanding and discounts
• k) Bed Management for admitted / non admitted patients
• l) Ensure timely and accurate submission of deposited cash/cheque/drafts/credit slips to Finance with scroll
• m) Follow Cash / Credit / Corporate billing /discount instructions
• n) Ensure total familiarity with all instructional manuals and operating procedures applicable to the role
• o) Handle hospital information system efficiently
• p) Complete awareness about Disaster Management Program (DMP)
• q) Comply with the service quality process, environmental & occupational issues & policies of the respective area
• r) Comply with patient safety policy
• s) Reduce or highlight revenue leakage or any pilferage

Service Culture

• a) To be well groomed, punctual and adhere to company policies & practices

Skilling & Training

• a) Ensure participation & certification in all training

Compliance & Internal controls

• Strong adherence of cash handling process