Job Description

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:

Education:

Bachelor's degree with at least 1 year of relevant experience, OR

Higher secondary education (12th standard) with 3 years of relevant experience.

Preferred Background:

Customer care or front desk roles, especially in healthcare settings.

Proficiency in hospital management software and basic computer applications.

Key Competencies & Skills:

Strong communication skills, preferably in English and Kannada. Knowledge of Hindi and languages spoken in Southern India is a plus

Customer-centric attitude with attention to detail and problem-solving skills.

Ability to multitask and thrive under pressure.

Good Communication (in English; Knowledge of Kannada language will be preferred);

Ability to maintain confidentiality;

Respect for all and ability to work with people and take the team along;

Excellent management and organizational skills;

Good Analytical & Problem solving ability;

Decision making abilities and taking responsibility for decisions;

Ability to take disciplined risks;

Ability to lead initiative and develop networks;

Strong ability to liaison;

Excellent documentation and reporting skills;

Financial acumen;

Ability to use MS office effectively;

Interpersonal skills;

Teamwork orientation;

Ability to manage multiple competing priorities;

Other essential skills:

Polite and respects colleagues;

Self-driven, result oriented with a positive outlook;

Should have a clear focus on high quality & sustainability;

Should be reliable, tolerant, resilient & determined;

Should have sufficient exposure to marketing functions

Approachable, good listener, easy to talk to;

Develops and encourages new and innovative solutions;

Honest, encourages openness and transparency.

Additional Requirements for Multispecialty Clinics:

Familiarity with coordinating across multiple specialties and understanding the specific needs of a multispecialty healthcare environment.

Experience in managing high patient volumes and prioritizing tasks effectively.

Job Type: Full-time

Schedule:

Day shift Morning shift Rotational shift
Language:

English (Preferred) English, Kannada (Preferred)
Work Location: In person

Expected Start Date: 16/07/2025