4 JOB RESPONSIBILITIES

Front Office Manager: Role and Responsibility:

 To maintain daily O.P.D census, doctor wise, category wise.

 To schedule the appointments

 To guide the patient to the consultation rooms.

 To guide them about the registration process.

 To inform the patients / relatives about any change in the

appointment scheduled.

 To track the O.P.D waiting time doctor wise in the H.I.S.

 To issue estimate letters & other documents as required.

 To provide the doctor with a list of inpatients admitted under him or

her.

 To submit the daily census to the higher authority when required.

 To handle any patient complaints and escalate it to the higher
authority if needed.

 To assist the doctor in other administrative work.

 Inform the patient about the doctor’s availability and approximate time
at which the Consultation will be done.

 Arrange the Patients’ Folders in the First Come First In Order.

Give preference to those who have taken prior appointment.

 After the consultation, guide the patient to the appropriate diagnostic

area as per the investigations advised by the Doctor and also to the
Cash Counter to pay and make bill for the investigations.

 Request the patient to return to the desk with investigation reports to

meet the consultant.

 In case the patient is advised to undergo any admission, guide him to the
admission counter for fulfilling the admission formalities with admission
order from the doctor.
Front office Executive
Roles and responsibilities:

 Greet the patient and hand over the Registration form to the patient to
 fill in the requisite information.
 Ensure completeness of the Registration form.
 Counsel the patients on the availability /non availability and the time slot
of the requested doctor.
 In case of non-availability counsel them on availability of other
consultants for the same specialty or give them the next nearest available
slot for the desired consultant.
 Coordinate with the visiting consultant for any patient appointments.
 Update patient details from Registration form to HIS.
 Collect consultation fees and update the cash details in HIS.
 Collect the applicable documents in case of corporate patients
(ID cards/Referral letters etc.).
 In case of revisit verify HIS for previous payment details to confirm
the visit is chargeable or not.
 Print OP case sheet and create OP file for the new patients.
 Guide the patient to OPD Floor Coordinator.
 In case of cancellation of bills update in HINAI [ for the same with
reasons and refund the cash paid by the patient after approval by the
Manager.
 After cancellation file the original receipt surrendered by the patient.
 Extract and re-reconcile the physical cash with the cash in hand as per
user-wise collection report (HIS).
 Hand over the report with supporting documents for discounts, credit
bills and cash to billing manager.
 During handing over of cash to the next shift personnel update physical
denomination in the handing over register and counter sign on the same.

5 STANDARD OPERATING PROCEDURES

1. Greet the Patient & ask for the Doctor / Specialty.

2. Guide the patient to fill the Registration Form for New Patients

3. After Registration patient shall be guided to the nursing station for

vitals check. The files are stacked as per the queue management.

4. Inform the patient about the doctor’s availability and approximate time
at which the consultation will be done.

5. Arrange the Patients’ Folders in the First Come First In Order. Give
preference to those who have taken prior appointment.
 6. After the consultation, guide the patient to the appropriate diagnostic
area as per the investigations advised by the Doctor and also to the Cash
Counter to pay and make bill for the investigations.

7. Request the patient to return to the desk with investigation reports to

meet the consultant.

8. In case the patient is advised to undergo any admission, guide him to the
admission counter for fulfilling the admission formalities with admission order from
the doctor.

6. NABH STANDARDS & MEASURES APPLICABLE TO THE

DEPARTMENT

Indicator Data Collection

Information should be collected

Waiting Time For OP
from OPD waiting time and it
Consultation
should be entered in HIS

Measure taken by he
Std No Standard
Department
Information should be collected
Waiting Time For OP
AAC 5 from OPD waiting time and it
Consultation
should be entered in HIS

7. Quality Monitoring

Reviews ,Recommendation,Suggestions
Monitoring Patient Care Patient feedback collection
and ratings
 Process Flow

OP

Appointment Walk-ins Referrals

Mode of Appointments are Through

Call-centre,Mobile App,
Website,Through calling on reception

Screening & Counselling

Front Desk