Guest Relations Executive

4 weeks ago

Pune Maharashtra India, Maharashtra ALIV - Regenerative Wellness Full time


Job Description: Guest Relations Executive — ALIV Regenerative Wellness



Location: Pune (Bund Garden) / Mumbai (Khar) Type: Full-time Mode: On-site

Reports to: Clinic Operations Lead



About ALIV


ALIV is a regenerative wellness clinic offering targeted IV therapies, PRP/PRFM, and Autologous Cell Therapy, focused on prevention and healthy aging.



Role Summary


Be the warm, professional first point of contact for every visitor. You’ll run the front desk, manage patient communication and payments (calls/WhatsApp/email), and handle key admin tasks to keep the clinic flowing smoothly.



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).


Note: This is a non-clinical role—no diagnosing or prescribing.



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: Google Workspace (Docs/Sheets/Calendar), WhatsApp Business, basic POS/billing, EMR/CRM (training provided).



Qualifications


  • Graduate in Hospitality/Healthcare Administration/Commerce (preferred) or any discipline.
  • 1–3 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.


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