Guest Relations Executive

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.