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Guest Relations Executive

Guest Relations Executive

ALIV - Regenerative WellnessMaharashtra, India
1 day ago
Job description

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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    Guest Relation Executive • Maharashtra, India

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