Front Desk Executive

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