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.