Job Designation: Front Office Assistant – Patient Care Services
About Fortis Healthcare:
A leading healthcare co. having offices/units all over India with
its corporate office in New Delhi.Healthcare Delivery
Organisation driven by quality, excellence, technology and
research and to fulfill this vision through a broader prespetive.
Experience: 0 – 5 Years
Education: Graduates
Location: Mohali
Job Description:
• New Registration, counseling for chargeability, admission for
regular cash paying patients , ECHS & other Corporate patients
• Completion of corporate documentations & Escorting to their
respective wards.
• Processing & Update the Corporate (excel) file both on paper
and in the module, communicating through mail to respective
HOD’s regarding., Staff Admission, Staff Dependants, Beas, VIP pt
• Issue Calling Code to the pt. attendants so that they can call
out side from the hospital
• Counseling and Admissions (including Upgrade Surgeries)
• Visitor passes. Codes & update the Calling Code (excel) file
and for activation mail to IT helpdesk & team leader
• Doctor change request in case pt. need to shift in another
specialty Up gradation of Remarks for any kind of message
• Guest queries & Room Booking for expected admissions for
next few days
• Follow up for daily payable report while issuing the temp.
Passes and updating the remarks
• Handling Billing queries for routine pt. attendants
• Taking request from Nursing Station or from the attendants for
the particulars & Address Change Request
• Informing attendants (by announcement / calls on cells
• Request for Package Detail (Reimbursement request) in case pt.
is Govt. Employee and required package breakup
• Cash Collection / Refunds Issuance of Receipts against
deposits
• Issuance of Clearances (For Surgeries, Upgraded Surgeries &
Final Discharges)
• Inform Telephonically to the respective wards and direct call to
the attendants about the discharges on receiving bill. So that
they will clear the dues and take final clearance.
• Appointment, admission and discharge of patients : Billing,
generate invoices, maintain daily scrolls, provide Cash/ Credit/
Corporate billing and discount information to customers
• Registration: Complete the registration process in a timely and
accurate manner
• Cashiering: Submit deposited cash/ cheque/ drafts/ credit
slips to finance. Hold Responsibility for short cash, fake currency
and opening and closing of shift
• MIS: Maintain and generate process related data as and when
required by the HOD
• Preventive Health Check: Coordinate smooth and timely flow of
PHC patients, follow up of their reports & post check up
consultation as per patient’s convenience
• TPA: Provide a seamless and trouble free experience in getting
cashless treatment. Follow up with various TPAs/ corporates
about status of payment. Update patients and doctors about
status of authorization
• Provide patients with information regarding advised
investigations and procedures
• Assist and direct patients that have come in for health check up
• Manage and record time spent by patient as mentioned in the
standard operating procedure
• Co-ordinate for timely delivery of the report at the designated
counter
• Maintain service standards as specified in the standard
operating procedure
• Diligently adhere to patient flow-chart and highlight any
process related issue to shift supervisor and HOD on shift basis
• Interface with SRL Ranbaxy Lab and other diagnostic areas for
patient’s investigation reports
• Uphold basic standards of cleanliness of work place area as
well as self-grooming, and demonstrate use of standard phrases
and telephone etiquette during all points of customer interface
• Proactively distribute feedback forms and seek suggestions
from patients/attendants
• Possess comprehensive knowledge of all HIS applications, all
instructional manuals and operating procedures applicable to the
job profile
• Effectively utilize all communication systems
• Adhere and contribute to cordial inter and intra team relations
• Complete any other ad-hoc task assigned by the concerned
superior
• Any other task assigned by the HOD and the Management
Desired:
• To guide the customer from their arrival at the hospital till their
departure (right from check-in to check-out)
• To serve as primary point of liaison and problem resolution if
possible, else ensure that they meet the right person/authority in
this matter
• Prompt and courteous response towards the
patients’/attendants’ routine needs, questions, comments, or
concerns with answers and/or action in a professional,
empathetic & compassionate manner to their satisfaction
• To inform/explain the patients/ attendants regarding the
process of the Patient Care Services.
• To assist them in filling up the Registration Form and complete
other necessary documentation as required
• To ensure the availability of wheel chairs/stretchers in the
Atrium
• To assist the customers in understanding the various
Healthcare Schemes and products and facilities available in the
Hospital like “ Golden Old Age Club “, etc. and coordinate with
the Dept. of Marketing in this regard
• To ensure that diagnostic reports are delivered to the right
patient/attendants and on time
• To ensure smooth operations of ECHS / Corporate clients.
• To effectively carry out the papers work regarding admissions
and act as an interface with
• consultation with OPD
• To ensure better and smoother coordination with doctors,
nurses, technicians & staff member
• To monitor aesthetics in the reception areas throughout the day
for safety, cleanliness, & smooth functioning and report essential
issues to relevant departments such as House keeping,
engineering etc
• Maintaining proper image, generating positive public relations,
and increasing satisfaction levels of Patients/attendants thus
creating a “WOW “factor.
• Analyzing and interpreting patient/attendant needs,
developing and coordinating implementation of new or improved
