Guest Relations Executive

Location:

Reports to:

About ALIV

targeted IV therapies, PRP/PRFM

Role Summary

front desk

Key Responsibilities

Reception & Patient Experience

• Welcome patients/attendants; manage check-in, queue, and seating with care and discretion.
• Explain basic clinic processes (registration, consent, payment, follow-up).
• Coordinate refreshments, comfort, and clinic ambience with housekeeping.

Communication & Scheduling

• Own incoming calls, WhatsApp Business, emails; respond within SLA.
• Manage appointments, reminders, and rescheduling; reduce no-shows.
• Route medical questions to counselors/doctors; track closures.

Admin & Front-Desk Ops

• Registration, consent form handling, ID verification, and file management.
• Billing support: estimate sharing, invoice creation, payment collection (cash/card/UPI), end-of-day reconciliation.
• Maintain front-desk logs: visitor, inquiry, feedback, and complaint register.
• Inventory cues for front-desk consumables; coordinate vendor/service calls.

Recordkeeping & Compliance

• Update EMR/CRM accurately; protect patient privacy (HIPAA-like best practices).
• Follow clinic SOPs for safety, hygiene, consent, and incident reporting.

Cross-Team Coordination

• Tight handoffs with counselors, nursing, and marketing for smooth patient journeys.
• Support small events/workshops (guest lists, check-ins, badges, feedback).

Must-Have Skills & Traits

• Presentable, warm, and polished communication

  (English + Hindi/Marathi or local).
• Strong phone etiquette, writing skills (WhatsApp/email), and active listening.
• Time management, multitasking, and calm under pressure.
• Basic numbers comfort for billing and daily cash/UPI reconciliation.
• Integrity, confidentiality, and empathy.

Tools:

Qualifications

• Graduate in

  Hospitality/Healthcare Administration/Commerce

  (preferred) or any discipline.

• 13 years

  in reception/guest relations/front office (hospital/clinic/hospitality preferred).
• Freshers with excellent communication and grooming may be considered.

KPIs

• Response time & first-contact resolution (calls/DMs).

• Show-up rate

  and on-time starts; average

  wait time

  .

• Documentation accuracy

  and SOP compliance.

• Billing accuracy

  and EOD reconciliation success.
• Patient feedback/NPS for front-desk experience.

90-Day Outcomes

• 30 days:

  Master SOPs, phone/DM scripts, EMR/CRM; consistent check-in flow.

• 60 days:

  Reduced no-shows via reminders; zero-error EOD recon; feedback loop live.

• 90 days:

  Stable SLA adherence; improved NPS; ready to mentor a junior/front-desk temp.

Work Hours & Compensation

• 7 to 10 hours work days, 6-days a week.
• Competitive salary + performance incentives.