Job Description

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JOB DESCRIPTION
I. JOB DETAILS
Job Title
Deputy Duty Manager/ Duty Manager - Front Office
Reporting Supervisor
HOD - Front Office
II. JOB PURPOSE
To efficiently manage Front Office responsibilities and achieve optimal patient care and customer satisfaction.
III. KEY RESPONSIBILITIES
Core Responsibilities

• To resolve day to day patients/ visitors complaints and manage the Total Customer Experience Questionnaires dissemination process.

• To achieve high customer satisfaction with Telecommunication services provided by Telephone Exchange personnel.

• 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 ensure efficient functioning of Front Office personnel/ processes/ systems.

• To ensure FO Team awareness and readiness for 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.

• To conduct & coordinate training programs for front office team.

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

• To have complete orientation of QMS and EMS system of Hospital.

• To have complete Awareness about Disaster Management Programme (DMP) of the hospital.

• To Comply with the service quality Process, environmental & occupational issues & policies of the respective area.

• To Comply with patient safety policy.

• To ensure safe utilization of equipments and proper waste disposal system.

IV. KEY PERFORMANCE INDICATORS
Measurable Deliverables

• IPD Bill dispatch TAT within 4 days in 90% cases.

• PHP TAT as per the standards laid down in IMS & NABH Process 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
Graduation. Preferably with PG Diploma in Hospital Management.
Experience

• 4-6 years of healthcare experience in the relevant work.

Behavioural Skills

• Good Interpersonal Skills

• Pro-activeness and assertiveness

• Time Management Skills

• Training skills

Technical Skills

• Skills to handle HIS

• Analytical and detail orientation

• Service Excellence

• Team Player

Language Skills
Hindi, English.
VI. KEY INTERACTIONS
Key Internal Contacts
Key External Contacts

• Head- Front Office

• All Departments

• Patients and Customers

• In-room Patients and attendants

• External Service Providers

Skills Required