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Patient Experience Coordinator

Patient Experience Coordinator

ALIV - Regenerative WellnessPune, Republic Of India, IN
17 days 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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    Coordinator • Pune, Republic Of India, IN

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