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.

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