Kallos Skin & Wellness Clinic

JOB DESCRIPTION — CASE MANAGER (Front Desk + Patient Care) Location: Kallos Skin & Wellness Clinic, Mandaveli / RA Puram, Chennai Role: Full-Time Reports To: Chief Consultant Salary: Fresher: ₹25,000 per month Experienced (1–3 years): ₹30,000 per month ⸻ Role Overview The Case Manager is responsible for managing the complete patient journey — from the moment they enquire, to consultation, treatments, follow-ups, and ongoing care. This role blends front desk responsibilities with patient coordination, ensuring every client experiences seamless service and personalised guidance. This is a key relationship-building role, aimed at improving conversions, patient satisfaction, and retention. ⸻ Key Responsibilities 1. Patient Journey & Case Management • Act as the primary point of contact for assigned patients • Understand patient concerns and document them accurately • Assist doctors/therapists during consultation by maintaining patient notes • Guide patients on treatment plans, packages, expected outcomes (non-medical counselling) • Coordinate and schedule follow-up visits, procedures, and reviews • Maintain detailed case records and progress tracking • Ensure patients adhere to treatment protocols • Provide reminders for sessions, aftercare, and product replenishment 2. Front Desk & Administrative Duties • Warmly greet patients and manage check-in/check-out • Handle calls, WhatsApp enquiries, and online booking platforms • Manage the consultation schedule and avoid clashes • Process billing, invoicing, and daily payment reconciliation • Maintain patient files, consent forms, and aftercare documents • Oversee the front desk ambience, beverage offering, and waiting area upkeep • Maintain logs: enquiries, walk-ins, conversions, memberships, billing 3. Sales Support & Conversion • Explain available treatments, packages, and offers (non-medical explanations only) • Assist in improving conversions from enquiry → consultation → treatment • Educate patients on homecare skincare recommended by the dermatologist • Track missed appointments and follow-up for rebooking • Share patient insights with the marketing team for better retention strategy 4. Coordination & Communication • Work closely with doctors, therapists, and the clinic coordinator • Ensure smooth patient flow inside the clinic • Handle patient feedback and escalate issues promptly • Ensure professionalism, confidentiality, and high-level service at all times ⸻ 🔹 Required Skills & Qualities • Excellent communication and relationship management • Warm, empathetic, and patient-friendly • Strong organisational and multitasking skills • Basic understanding of dermatology/aesthetic treatments (preferred) • Ability to counsel/explain without giving medical guarantees • Comfortable with CRM software, Excel, WhatsApp Business, POS billing • Sales-oriented mindset without being pushy • Presentable grooming and professional conduct ⸻ 🔹 Qualifications & Experience • Any graduate • 1–3 years experience in clinic/spa/hospital customer care • Experience in case management, counselling, or front desk roles preferred