Front Office Manager

Role & responsibilities:

• Greeting Patients: Welcome patients and visitors, creating a friendly and professional first impression of the hospital.
• Check-In/Check-Out Process: Oversee patient registration, ensuring all personal, insurance, and medical details are accurately recorded during check-in and check-out.
• Handling Patient Queries: Address patient inquiries regarding hospital services, physicians, procedures, or general information about the facility.

• Manage Appointments: Schedule and confirm patient appointments with the appropriate departments or specialists, ensuring minimal waiting time and no double-bookings.
• Appointment Reminders: Send reminders to patients about upcoming appointments to reduce no-shows and improve patient flow.
• Ensure Smooth Patient Flow: Coordinate the patient movement from check-in to the correct departments (e.g., outpatient, radiology, lab), reducing delays and confusion.

• Staff Oversight: Manage the front office team, including receptionists, clerks, and patient service representatives, ensuring they are trained and perform duties according to hospital policies.
• Shift Scheduling: Organize work schedules for front office staff to ensure that the reception area is always adequately staffed, even during peak hours.
• Performance Monitoring: Evaluate staff performance regularly and provide feedback or training to improve efficiency, customer service, and adherence to hospital procedures.

• Maintain Patient Records: Ensure the accuracy, completeness, and confidentiality of patient information, updating electronic health records (EHR) and physical files as needed.
• Verify Insurance and Billing Information: Confirm patient insurance details and other billing information during check-in, ensuring accurate records are entered for proper claims processing.
• Compliance with Regulations: Ensure that all patient information is handled according to healthcare regulations such as HIPAA (Health Insurance Portability and Accountability Act) for privacy and security.

• Billing Support: Assist patients in understanding their bills, co-pays, and deductibles. Provide clarity on charges related to consultations, tests, and treatments.
• Insurance Verification: Verify patients' insurance information, confirm eligibility, and assist in obtaining authorizations for procedures when necessary.
• Handle Payments: Manage collection of payments from patients, including co-pays, outstanding balances, and ensuring accurate processing of financial transactions.

• Internal Communication: Act as the liaison between the front office, medical departments, and administrative staff, ensuring smooth and timely communication across all levels of the hospital.
• Conflict Resolution: Address patient complaints, concerns, or service-related issues in a professional manner and escalate issues as needed.
• Visitor Management: Manage visitor policies and access control, ensuring visitors comply with hospital rules, such as visiting hours and security protocols.

• Organization and Cleanliness: Ensure the front office and waiting areas are clean, organized, and welcoming at all times, providing a positive environment for patients and visitors.
• Queue Management: Implement systems to manage patient queues efficiently, reducing waiting times and enhancing patient experience.
• Safety and Security: Ensure the front office complies with hospital safety procedures and protocols, including emergency preparedness and security measures.

• Hospital Management Software: Oversee the proper use of hospital management systems for scheduling, registration, and record-keeping. Ensure that staff are trained in using these systems.
• System Updates: Ensure the front offices software and systems are regularly updated and functioning optimally.
• Troubleshooting: Address any technical issues or challenges with hospital management systems, working with IT departments when needed.

• Emergency Response: In the event of emergencies, direct patients, visitors, and staff according to hospital emergency procedures.
• Crisis Management: Be prepared to handle unexpected situations, such as a sudden influx of patients or medical emergencies, ensuring the front office maintains its functionality during such times.