Department: Front Office / Administration
Industry: Hair and Skin Care Clinic
Position: Front Office Executive/Immediate joiner preferred
Employment Type: Full-Time/Contact number: 9108045070
Reporting To: Branch Manager / Clinic Manager
1. Job Summary
The Front Office Executive is responsible for welcoming patients, managing appointments, handling phone calls and enquiries, maintaining patient records, and supporting the smooth day-to-day operations of the clinic. The role requires excellent communication skills, a professional attitude, and the ability to provide a positive patient experience.
2. Roles and ResponsibilitiesA. Patient Reception and Coordination
- Welcome patients warmly and professionally when they visit the clinic.
- Register new patients and update existing patient details.
- Guide patients through the consultation and appointment process.
- Coordinate with doctors, nurses, and other clinic staff to ensure timely consultations.
- Ensure patients are attended to promptly and courteously.
B. Appointment Management
- Schedule appointments for consultations and treatments.
- Confirm appointments with patients through phone calls or WhatsApp.
- Inform patients about appointment timings, doctor availability, and clinic location.
- Manage rescheduling, cancellations, and follow-up appointments.
- Maintain an updated daily appointment register.
C. Calls and Patient Enquiries
- Handle incoming and outgoing calls professionally.
- Respond to enquiries about clinic services, consultation procedures, and appointment availability.
- Provide accurate information about hair and skin care services within the approved scope of responsibility.
- Transfer medical questions to the doctor or appropriate clinical staff.
- Follow up with patients regarding appointments and scheduled visits.
D. Patient Records and Billing
- Maintain accurate patient registration details and appointment records.
- Generate bills and receipts and process payments according to clinic procedures.
- Maintain daily cash, card, and digital payment records.
- Coordinate with the accounts team regarding billing discrepancies.
- Maintain patient confidentiality and protect personal information.
E. Patient Follow-Up and Service
- Contact patients to confirm appointments and remind them of scheduled visits.
- Coordinate follow-up appointments as advised by the doctor.
- Collect patient feedback and communicate concerns to the Branch Manager.
- Handle patient complaints politely and escalate unresolved issues.
- Support patient retention through professional service and timely communication.
F. Clinic Administration
- Maintain cleanliness and organization of the reception area.
- Ensure patient forms, stationery, and other front office materials are available.
- Maintain daily registers, reports, and documentation.
- Coordinate with the nursing team to manage patient waiting times.
- Inform the Branch Manager about operational issues or patient concerns.
G. Coordination with the Telecalling and Marketing Teams
- Coordinate with telecallers regarding confirmed appointments and expected walk-ins.
- Update appointment status, including confirmed, visited, cancelled, and rescheduled.
- Share accurate information about doctor availability and consultation slots.
- Support clinic promotional activities and patient enquiry management as assigned.
3. Qualifications and Experience
- Minimum qualification: graduate degree is preferred.
- Previous experience in front office, reception, customer service, or healthcare administration is an advantage.
- Experience in a hair and skin care clinic, hospital, or diagnostic centre is preferred.
- Basic computer knowledge and familiarity with MS Office or clinic management software.
- Good spoken communication skills in English and the local language.
- Professional telephone etiquette and customer service skills.
4. Key Performance Indicators (KPIs)
- Accuracy of appointment scheduling and patient records.
- Patient waiting time and service satisfaction.
- Appointment confirmation and follow-up completion rates.
- Accuracy of billing and payment records.
- Quality of patient communication.
- Reception area organization and administrative efficiency.
- Timely reporting and coordination with clinic staff.
5. Required Skills and Qualities
- Excellent communication and interpersonal skills.
- Friendly, polite, and professional attitude.
- Good organizational and multitasking abilities.
- Attention to detail and accuracy.
- Patience and problem-solving skills.
- Teamwork and time management.
- Ability to maintain patient confidentiality.
Pay: ₹10,800.00 - ₹20,000.00 per month
Work Location: In person
