Front Office Manager (Healthcare)

The Front Office Manager (Healthcare) leads both the front-of-house patient experience and the end-to-end revenue cycle. You will be accountable for patient registration, admissions, scheduling support, cashiering, billing and invoicing, and insurance and guarantor coordination — balancing a warm, service-oriented patient experience with disciplined financial control, compliance, and timely collection. You will lead a team of >5 people and work closely with Finance, Clinical Operations, Nursing, Pharmacy, and Patient Relations colleagues.

Key responsibilities

• Lead the patient experience across registration, admissions, and reception; set clear service standards, waiting-time expectations, and escalation pathways

• Resolve patient service issues and complaints promptly and respectfully, and ensure patient information is captured accurately and confidentially at every touchpoint

• Oversee accurate and timely billing, invoicing, and cashiering; ensure complete charge capture and maintain the integrity of patient accounts and financial records

• Monitor billing turnaround, outstanding accounts, and collection performance; coordinate credit control and follow-up of overdue accounts within policy

• Manage coordination with insurers, third-party administrators, and corporate guarantors — eligibility checks, guarantee letters, pre-authorisations, claim submission, and resolution of rejections and shortfalls

• Ensure billing and cash handling comply with financial controls and applicable regulations, with appropriate segregation of duties; support audits and corrective actions

• Lead, coach, and develop the Patient Services and Billing team, including recruitment, onboarding, rostering, and performance management

• Monitor key indicators across patient flow, billing, and receivables; report to Operations and Finance and drive continuous improvement in workflows and systems

Job Requirements:

• Minimum of Bachelor's Degree (S1) in Management, Healthcare Management, Health Administration, or related field

• Relevant qualification in business, finance, accounting, health administration, or a related field

• Significant experience in patient services, billing, or revenue cycle management, ideally in a hospital or healthcare setting, with demonstrated experience leading a team

• Strong understanding of billing, invoicing, cashiering, receivables, and financial controls

• Experience coordinating with insurers, guarantors, or third-party payers; knowledge of Indonesian healthcare financing and insurance requirements is an advantage

• Experience with hospital or clinic information and billing systems

• Clear communicator who handles difficult conversations with professionalism; fluent in Bahasa Indonesia and English

• Experience in an specialist or private hospital setting is desirable