Job Description

:

• Front Office Patient Experience
• Improve customer experience at FO IMRB scores)
• Reduce customer complaints
• Provide resolution of customer issues
• Maintain correct decorum and behaviour while interacting with customer
• Internal administration
• Effectively manage Admission/Discharge/PHP/OPD/ TPA and other process
• Appointment booking/rescheduling/cancellation
• Quick and error free registration and bill generation
• Accurate information sharing with attendant and patients related to charges, discounts, billing, documentations and services
• Counseling of patient or attendant
• Capturing accurate information related to customer/patients in HIS
• Timely report delivery to customer
• Handling TPA related queries, approval and discrepancies
• Ensure to provide estimates for admitted / non admitted CASH/ CORP/TPA patients
• Managing collection outstanding and discounts
• Bed Management for admitted / non admitted patients
• Ensure timely and accurate submission of deposited cash/cheque/drafts/credit slips to Finance with scroll
• Follow Cash / Credit / Corporate billing /discount instructions
• Ensure total familiarity with all instructional manuals and operating procedures applicable to the role
• Handle hospital information system efficiently
• Complete awareness about Disaster Management Program (DMP)
• Comply with the service quality process, environmental & occupational issues & policies of the respective area
• Comply with patient safety policy
• Reduce or highlight revenue leakage or any pilferage
• Service Culture
• To be well groomed, punctual and adhere to company policies & practices
• Skilling & Training
• Ensure participation & certification in all training
• Compliance & Internal controls

• Strong adherence of cash handling process

IV. KEY PERFORMANCE INDICATORSMeasurable Deliverables

• Customer experience score (IMRB scores -T2B & B2B)
• Customer complaints/escalation
• Refund error % and registration error not more than 2%
• Billing, Admission and Discharge TAT
• Certified in training programs
• 100% compliance as per NABH & IMS standards, cash & discount management process

Max Healthcare