Front Desk Associate / Customer Care / Billing Executive

Title : Front Desk Associate/ Customer Service / Billing Executive

Location: Pune

Job Profile

a. Patient oriented:

• Meet and greet patients with a smile.
• Handling patient queries and giving solutions on the same.
• Appointment booking & scheduling, coordinating with doctors and patients.
• Providing appropriate information on all hospital facilities and services.
• Shall maintain the documents, the consultation sheets, after every consultation & follow up is done.
• Being up-to-date with doctors leave & the respective circulars.
• Transferring & connecting all phone calls.
• Receiving written complaints of patients and taking actions on it.
• Shall handle OPD related enquiries- Telephonic and personal
• Should be well aware about Health Check Packages at hospital.
• Shall give information on Diagnostic Services
• Shall help regarding the investigation reports as well.
• Should be a team player and should work in coordination with team members.
• Should always give proper handover before leaving for the day.

b. Inventory oriented:

• Daily check of inventory
• Indenting of stock as per the requirement
• Showing acknowledgement & transfer of stock
• Showing consumption of used items
• Keeping inventory up-to-date

c. Department related:

• Maintenance of records and registers for the department
• Keeping all necessary updates related to department
• Preparing the monthly reports of the respective clusters
• Checking OPD consultation rooms for cleanliness and stationery available.

Skills

a. Technical knowledge:

• Detailed knowledge of hospitals operating system is must.
• Should have sound knowledge of comupters.

b. Alertness:

• Comfort level of the patient
• Patient safety
• Doctors available in the OPD
• Expected time of doctors arrival

c. Interpersonal skills:

• Good communication with patients, doctors, front office & colleagues
• Telephone etiquettes
• Polite & courteous

d. Basic Emergency training:

• Requires training in patient safety
• Requires training in fire safety
• Requires training in first aid & BLS

e. Additional responsibilities if any

• Answer all hospital specific queries politely and patiently with a smile and looking directly at the client.
• Shall be able to give directions for facilities.
• Shall provide the patient with information on available services along with tariff, formalities and timings.
• Shall assist the patient in case of grievances.
• In case of personal/ Business Guests in the hospital, the concerned dept or employee shall be contacted and requested to escort the guest.
• Medical representatives shall be permitted in the hospital only on the days which shall be approved as the Hospital Policy manual.
• Maintain list of all the departments in the hospital along with the list of telephone numbers in the hospital.
• Endeavour to enter all the records in the software
• Ensure cleanliness and hygiene in reception, consulting and lobby area and supervise the same.
• Responsible for giving up-to-date information to the seniors o day to day activities and any other incidents in the department.
• Responsible for maintaining and giving accurate MIS reports on time.

Reporting : Sr. Manager