Clinic Experience Executive

Job Title: Clinic Experience Executive

Employment Type: Full-time, onsite

Location: Mitsu Clinic, Andheri (Mumbai)

This role requires in-clinic presence. Only candidates available for onsite work will be considered.

About the role

You will be the first person patients interact withover phone, WhatsApp, and in person.

Your role is to ensure every patient feels:

• heard
• guided
• comfortable

You will also manage appointment bookings, coordinate with therapists, and ensure smooth daily clinic operations.

Key Responsibilities

1. Client Enquiries & Conversion (Primary Responsibility)

• Handle new leads and enquiries via calls, WhatsApp, app chat, and emails
• Understand client concerns, ask the right screening questions, and guide them toward the most suitable service
• Ensure clear communication of pricing, policies, and next steps

2. Client Experience & Retention

• Ensure a seamless onboarding experience for all new clients
• Follow up with pending leads and inactive clients
• Address concerns, manage escalations, and handle distressed clients with maturity and empathy

3. Clinic Operations Management

• Supervise and manage day-to-day functioning of the clinic
• Coordinate closely with psychologists and psychiatrists regarding availability, session updates, and operational needs
• Maintain clinic readiness, punctuality standards, and overall service quality

4. Cross-Functional Collaboration & Growth Support

• Work closely with the marketing team to share insights on lead quality, client feedback, and patterns
• Support review collection and client engagement initiatives
• Contribute to operational efficiency as Mitsu expands its clinic model

Working Schedule

• 6 days a week: 9:00 AM 6:00 PM (9-hour shift)

Qualifications

• Bachelors degree from a recognized institution (mandatory).
• 15 years of total work experience.

Preferred background in client-facing roles such as:

• Healthcare clinics (skin clinics, dental chains, diagnostic centres, etc.)
• Hospitality (hotels, airlines, premium salons)
• Premium retail (opticians, jewellery, electronics, luxury brands)
• Call centres or customer support roles involving relationship-based support (not purely transactional processes)

Ideal Candidate Profile:

• Proactive, detail-oriented, and comfortable using digital tools
• Excellent verbal and written communication skills
• Comfortable handling phone calls, WhatsApp communication, emails, and app dashboards
• Emotionally mature and able to handle sensitive mental health conversations professionally
• Comfortable working 6 days a week from the clinic)

Compensation

30,000 40,000 per month (fixed), depending on experience and communication skills. Up to 5,000 per month as performance-linked incentives

About Mitsu

Mitsu is building a modern, accessible mental health platform through a hybrid model of in-clinic services and digital programs. Our clinics are designed to be calm, welcoming spaces where people feel safe seeking support.

The front desk is the first point of contactand one of the most important roles in shaping that experience.