Front Desk Receptionist

JOB DESCRIPTION: FRONT DESK EXECUTIVE & PATIENT CARE COORDINATOR

Company: Elite Dermadent

Location: Thane, Maharashtra

Employment Type: Full-Time (Onsite)

Department: Front Office / Patient Administration

Reporting To: Clinic Manager / Lead Consultant

ABOUT ELITE DERMADENT

Elite Dermadent is a premier aesthetics and dental clinic in Thane specializing in integrated skin, hair, and advanced dental treatments. We combine clinical precision, state-of-the-art medical technology, and personalized hospitality to deliver exceptional patient care.

ROLE SUMMARY

The Front Desk Executive & Patient Care Coordinator serves as the initial and primary face of Elite Dermadent. This role oversees the complete patient journey—from inquiry and scheduling to in-clinic hospitality, billing, post-treatment follow-up, and service re-booking. The ideal candidate blends five-star hospitality with active patient relationship management, proactive treatment follow-ups, and ethical cross-selling/upselling across dermatology and dentistry services.

KEY ROLES & RESPONSIBILITIES

1. Patient Experience & Reception

- Welcome incoming patients and visitors with a warm, professional, and empathetic demeanor.

- Administer patient check-ins, record verification, medical history intake, and consent documentation.

- Maintain the front lounge, reception zone, and consultation waiting areas to ensure an immaculate, upscale aesthetic.

- Address patient queries regarding treatments, general procedures, and appointment wait times to ensure minimal delays.

2. Appointment Management & Patient Follow-Ups

- Manage clinic schedules for dermatologists, cosmetologists, and dental specialists using clinic practice management or ERP software.

- Coordinate room turns, doctor availability, and treatment equipment availability to prevent double-booking or downtime.

- Run structured post-treatment follow-up schedules: contact patients to check on recovery, procedural comfort, and homecare adherence.

- Actively track and recall patients for due maintenance sessions, periodic dental cleanings, skin treatment sittings, and follow-up consultations.

- Execute confirmation calls, reminder SMS/WhatsApp messages, and no-show re-engagement outreach.

3. Upselling, Cross-Selling & Revenue Growth

- Identify opportunities to upgrade individual consultations into comprehensive treatment packages (e.g., laser hair reduction packages, multi-step facial rejuvenation regimens, full-mouth rehabilitation).

- Cross-sell complementary clinical services across departments (e.g., recommending teeth whitening or smile aligners to aesthetic/bridal skin clients, and aesthetic dermatology to dental patients).

- Recommend prescribed post-procedure homecare products, professional sunscreens, oral hygiene kits, and cosmeceuticals at checkout.

- Educate patients on ongoing seasonal campaigns, annual dental memberships, and combo treatment plans.

4. Lead Conversion & Patient Communication

- Handle inbound calls, patient WhatsApp messages, and website inquiries with swift response times.

- Brief prospective clients on available service offerings (such as laser treatments, skin rejuvenation, hair restoration, teeth whitening, aligners, and root canals).

- Follow up on warm leads, consultation quotes, and pending treatment plans to facilitate booking conversions.

5. Billing, Cash Handling & Day-End Reporting

- Generate accurate invoices, treatment package receipts, and payment transactions across POS machines, UPI, net banking, and cash.

- Handle petty cash, register closures, and daily reconciliation sheets.

- Coordinate with insurance providers or third-party EMI/financing partners for dental or cosmetic packages.

6. Cross-Functional Coordination & Operations

- Liaise with clinical assistants, nurses, and doctors to ensure smooth room flow.

- Track and manage front-desk stationery, patient amenities, brochure displays, and over-the-counter homecare product inventory.

- Gather authentic patient reviews (such as Google Reviews) and feedback ratings prior to patient check-out.

REQUIRED QUALIFICATIONS & SKILLS

Education & Experience:

- Education: Graduate (Bachelor's degree in any stream) or Higher Secondary Certificate (HSC) with relevant experience.

- Experience: 1–3+ years of experience as a Front Desk Executive, Client Coordinator, or Receptionist in a dermatology clinic, dental clinic, aesthetic center, or premium hospital setup.

- Track record in patient follow-ups, service upselling, retail cosmeceutical sales, or conversion of treatment plans is a distinct advantage.

Competencies & Technical Skills:

- Language Proficiency: Fluent in spoken and written English and Hindi. Working knowledge of Marathi is highly preferred for Thane clientele.

- Technical Savvy: Hands-on experience with Clinic Management Systems / ERP software (e.g., Practo, Clinicea, Lybrate, or similar), MS Excel, WhatsApp Business, and POS billing systems.

- Sales & Communication: Persuasive interpersonal skills with an ethical, patient-centric approach to upselling and cross-selling clinical care.

- Grooming & Presence: Well-groomed, articulate, punctual, and comfortable working in a high-touch aesthetic healthcare environment.

- Soft Skills: Active listening, objection handling, calm crisis-handling, multi-tasking under peak patient traffic, and customer-first orientation.

Pay: From ₹25,000.00 per month

Work Location: In person