Asst Center Manager - reception, admin , calling

KRA Profile: Assistant Centre Manager

Designation: Assistant Centre Manager
Department: Operations / Front OfficeReporting To: Centre Manager / Clinic HeadWork Hours: 10-7.30 pm

1. Telecalling & Lead Management

• Responsibilities:
• Handle inbound and outbound calls professionally.
• Convert inquiries into walk-ins and ensure timely follow-up.
• Maintain lead tracker and update CRM daily.
• Call and confirm appointments and follow-up on pending consultations or treatments.
• Key Performance Indicators (KPIs):
• Call connect rate
• Conversion from inquiry to walk-in
• Daily call volume
• Follow-up compliance

2. Reception & Front Desk Handling

• Responsibilities:
• Greet patients with warmth and manage front desk operations.
• Ensure smooth patient flow and appointment scheduling.
• Maintain cleanliness and ambience of the reception area.
• Handle walk-ins, registrations, and payments efficiently.
• Key Performance Indicators (KPIs):
• Patient wait time
• Queue handling efficiency
• First impression feedback

3. Customer Service & Relationship Management

• Responsibilities:
• Provide pre- and post-treatment guidance and support.
• Handle complaints or feedback with empathy and escalate when required.
• Build long-term relationships with clients through excellent service.
• Ensure satisfaction through timely service, hospitality, and follow-ups.
• Key Performance Indicators (KPIs):
• Patient satisfaction score
• Feedback collection rate
• Repeat client percentage

4. Sales Support & Closure

• Responsibilities:
• Assist doctors and consultants in converting treatments.
• Explain packages, offers, and finance options confidently.
• Push upsell and cross-sell opportunities tactfully.
• Coordinate between patient and counselor for smooth closure.
• Key Performance Indicators (KPIs):
• Walk-in to treatment conversion ratio
• Revenue contribution
• Package closure rate

5. Patient Line-up & Coordination

• Responsibilities:
• Ensure patients are lined up for the days procedures.
• Coordinate timings with doctors, therapists, and technicians.
• Maintain no-show and rescheduling data.
• Key Performance Indicators (KPIs):
• Daily treatment adherence
• Appointment utilization rate
• Dropout or no-show rate

6. System Updates & MIS Reporting

• Responsibilities:
• Ensure accurate and timely entry in CRM / POS / Billing software.
• Generate daily, weekly, and monthly reports on footfall, sales, and customer feedback.
• Update records on inventory, patient history, and sales funnel.
• Key Performance Indicators (KPIs):
• Accuracy of reports
• Timeliness of MIS submission
• CRM completeness score

Competencies & Skills Required

• Excellent communication & interpersonal skills
• Strong coordination & multi-tasking ability
• Sales-driven and result-oriented approach
• Proficient in CRM/ERP tools and MS Office
• Customer-centric and problem-solving mindset