Guest Relations Executive

2 weeks ago

Pune, Maharashtra, India 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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