Key Responsibilities:1. Patient Reception & Communication
Greet patients warmly in-person and over the phone, ensuring a positive first impression.
Answer incoming calls, respond to inquiries, and direct them to the relevant departments or personnel.
Always maintain patient confidentiality as per HIPAA/healthcare compliance standards.
Guide new patients on the registration process and facility layout.
2. Patient Registration & Information Management
Register patients in the system accurately, capturing all essential details.
Inform patients about consultation charges, packages, and available services.
Collect and update patient information regularly with appropriate consent for follow- ups and promotional initiatives.
3. Appointment Scheduling & Coordination
Coordinate with Call Centre team to schedule and confirm appointments across departments--consultation, diagnostics, health checks, and specialty clinics.
Coordinate with Call Centre team to optimize appointment calendar to reduce patient wait time and avoid scheduling conflicts.
Coordinate with consultants and diagnostics teams to ensure timely service delivery.
In coordination with Call Centre, proactively inform patients about delays, rescheduling, or follow-up requirements.
Maintain a daily appointment log and report on any schedule discrepancies or system issues.
4. Billing & Payment Processing
Handle billing transactions accurately--cash, card, UPI, or other digital payments.
Provide payment receipts and clarify billing queries as per defined protocols.
Ensure alignment of billed services with actual patient visits and treatments.
Reconcile daily collections with system reports and submit to the accounts team.
5. Front Office & Administrative Management
Maintain a clean, organized, and professional front desk environment.
Ensure availability of essential materials--brochures, consent forms, feedback forms, pens, sanitizer, etc.
Track and replenish front office consumables and stationary inventory.
Support internal documentation, including data entry, file organization, and report preparation, if needed.
Prepare and maintain front office SOP checklists for daily operations.
6. Patient Experience & Grievance Handling
Address patient concerns or service complaints with empathy and professionalism.
Escalate unresolved issues to the Supervisor or Clinic Manager as per the escalation matrix.
Gather patient feedback and route it to the concerned departments for quality improvement.
Foster a culture of service excellence and ensure every interaction reflects RxDx's values.
7. Interdepartmental Coordination
Liaise with internal units such as pharmacy, diagnostics, specialty clinics, and administration for smooth patient flow.
Track service delivery timelines and update patients accordingly.
Coordinate with the housekeeping and security teams to ensure front office cleanliness and safety.
8. Compliance & Operational Standards
Follow all standard operating procedures (SOPs) and clinical protocols established by the organisation.
Support implementation of operational audits and quality initiatives at the front desk.
Participate in training sessions on soft skills, patient service, HIS systems, and emergency preparedness.
Qualifications & Experience and Background:
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