Guest Relations Executive
3 weeks ago
Job Description: Guest Relations Executive — ALIV Regenerative WellnessLocation:Pune (Bund Garden) / Mumbai (Khar)Type:Full-timeMode:On-site Reports to:Clinic Operations LeadAbout ALIVALIV is a regenerative wellness clinic offeringtargeted IV therapies, PRP/PRFM , andAutologous Cell Therapy , focused on prevention and healthy aging.Role SummaryBe the warm, professional first point of contact for every visitor. You’ll run thefront desk , managepatient communication and payments(calls/WhatsApp/email), and handle keyadmintasks to keep the clinic flowing smoothly.Key ResponsibilitiesReception & Patient ExperienceWelcome 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 & SchedulingOwn 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 OpsRegistration, 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 & ComplianceUpdate EMR/CRM accurately; protect patient privacy (HIPAA-like best practices). Follow clinic SOPs for safety, hygiene, consent, and incident reporting.Cross-Team CoordinationTight 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 & TraitsPresentable, 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).QualificationsGraduate inHospitality/Healthcare Administration/Commerce(preferred) or any discipline. 1–3 yearsin reception/guest relations/front office (hospital/clinic/hospitality preferred). Freshers with excellent communication and grooming may be considered.KPIsResponse time & first-contact resolution (calls/DMs). Show-up rateand on-time starts; averagewait time . Documentation accuracyand SOP compliance. Billing accuracyand EOD reconciliation success. Patient feedback/NPS for front-desk experience.90-Day Outcomes30 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 & Compensation7 to 10 hours work days, 6-days a week. Competitive salary + performance incentives.
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