Guest Relations Manager

Experience: 3-5 Years

Qualification: Minimum bachelors degree / MBA will be an added advantage.

Location: Pune, India

Type: Full-time On-site (6 days/week)

Reports to: CX/Operations Lead / Clinic Head

Works with: Doctors, Nursing, Customer Service, Marketing, Accounts

Immediate Joinee Preferred

About ALIV

ALIV is a regenerative wellness clinic offering targeted IV therapies, PRP/PRFM, and autologous cellbased therapies. We run on strong SOPs, ethical communication, and an exceptional patient journey.

Role Summary

This is one of ALIVs most critical business roles. You are the first voice and first impression of the clinic and the person responsible for ensuring inquiries convert into consults, consults convert into therapies, and therapies convert into long-term relationships. You will own communication, coordination, tracking, follow-ups, and front-desk operationsnothing should slip.

Core Responsibilities

A) Communication & Patient Coordination (End-to-End)

1) First-time Inquiry Handling (Phone/WhatsApp/Walk-ins)

• Understand patient needs quickly; ask the right discovery questions.
• Explain ALIV offerings in simple language; handle FAQs confidently.
• Know when to escalate: This needs a doctor/medical counselor to explain.

2) Follow-Up Cadence Across the Journey (Non-negotiable)

• You must manage communication for each stage:
• Inquiry follow-up to inquiry (if they dont book immediately)
• Consult booked pre-consult reminders + readiness
• Post-consult follow-ups for conversion (often 35 touchpoints)
• Before first therapy prerequisites, payments, consent, timing
• Once therapy starts session reminders + care instructions + feedback checks
• Long-term relationship handover customer service team (structured handoff notes)

3) Pricing, Packages & Discounting (Within Rules)

• Know package pricing, inclusions, and how offers/discounting is allowed (as per management framework).
• Share estimates clearly and professionallyno confusion, no overpromising.
• Ensure payment links/invoices/receipts are sent on time and tracked.

4) Task Closure & Patient Readiness

• Ensure all pending tasks are closed fast: lab forms, reports, pre-therapy instructions, consent forms, doctor notes, invoices, payment confirmations.
• Identify whats pending from the patients side and chase politely but consistently.

B) Conversions & Pipeline Ownership (Critical KPI)

1) Own Conversions with Clean Tracking

• Build and maintain a pipeline view:

Inquiry consult booked consult attended therapy start repeat/upgrade

• Ensure no lead is lost due to missed follow-up or poor logging.

2) Follow-Up Discipline

• Maintain a daily follow-up list; run it like sales ops.
• Use multi-touch follow-ups (call + WhatsApp + reminder message templates).
• Escalate stuck cases to doctor/counselor with context and notes.

3) Conversion Hygiene

• Track reasons for drop-offs (price, fear, confusion, time, family, etc.).
• Share weekly insights with the CX/marketing team to improve messaging and lead quality.

C) Front Desk & Clinic Operations

1) Daily Reception & Scheduling

• Welcome guests, manage check-in/check-out, queue, and seating.
• Book appointments efficiently and reduce wait times.
• Coordinate walk-ins without disrupting scheduled flow.

2) Next-Day Readiness (Doctor + Nursing Alignment)

• Ensure nurses have next day therapy list, protocols, and patient notes.
• Ensure doctors are aware of consults scheduled and any special patient requests (I want to meet the doctor next visit).
• Prepare file/CRM notes so the team is never surprised.

3) Patient Comfort & Clinic Readiness

• Audit waiting area, lounges, and cleanliness standards; coordinate with housekeeping.
• Ensure basics: water/refreshments, ambience, privacy, comfort for elderly/anxious clients.

4) Systems & Documentation

• Maintain CRM/Excel/Registers with high accuracy.
• Ensure every interaction is logged: call notes, patient concerns, next steps, pending tasks, follow-up dates.

D) Cross-Team Coordination & Feedback Loops

1) Customer Service Handover (Long-Term)

• Once therapy starts, handover to customer service team with complete notes (therapy plan, expectations, red flags, follow-up schedule).
• Continue coordination for critical points: missed sessions, complaints, doctor escalations.
• Calmly manage delays, anxious patients, and miscommunication; escalate early.
• Patient confidentiality and low-noise conversations at the front desk.
• Follow proper escalation and documentation (no verbal commitments).

2) Reviews, Referrals & Marketing Coordination

• Trigger review requests at the right moment (with consent).
• Capture patient feedback and route it to the CX lead.
• Support referral engine: identify happy patients and flag them for referral asks.
• Lead source tagging: Every lead must be tagged properly (Instagram, Google, referral, partner, walk-in, corporate).

Key Deliverables

• Daily follow-up tracker (CRM + backup register) with closure notes.
• Standard message templates for each journey stage.
• Next-day readiness checklist for doctor + nursing.
• Weekly conversion report: leads, consults, therapies started, reasons for drop-offs.

KPIs (6-Month Probation)

Conversion & Pipeline

• Lead response time: median <10 minutes during working hours.
• Inquiry Consult booking rate: improve by +2040% vs baseline.
• Consult booked Show-up rate: 7585%.
• Post-consult Therapy start conversion: improve by +1530% vs baseline.
• No lead left behind: 100% leads logged + followed up; zero untagged leads.

Operations & Experience

• CRM accuracy: 98% (correct tags, notes, next steps).
• Missed follow-ups: 0 high-priority misses; overall missed follow-ups <2%.
• Patient wait-time control: target on-time flow improvement (clinic-set baseline).
• Complaint resolution support: 90% of issues escalated with complete context within 2 hours.

Reviews & Referrals (Support KPIs)

• Reviews triggered: 1525/month (with consent, aligned with CX).
• Referral leads flagged: 10+/month to CX team.

90-Day Expectations

Days 130

• Master all therapies at a front-desk level: what it is, who its for, typical FAQs, pricing basics.
• Learn SOPs, CRM logging, message templates, and daily follow-up discipline.
• Achieve zero missed follow-ups for high-intent leads.

Days 3160

• Independently run the pipeline: inquiry consult therapy start tracking.
• Build improvement in booking/show-up rates using reminders and readiness checks.
• Implement next-day readiness checklist consistently.

Days 6190

• Demonstrate visible improvement in conversions and reduced drop-offs.
• Deliver weekly insights to CX/marketing on lead quality and objections.
• Help standardize templates and train a backup/front desk peer.

Requirements

• 25 years front desk/patient coordination/sales ops in clinic/hospitality/wellness.
• Excellent communication (English + Hindi/Marathi), presentable and calm.
• Strong follow-up discipline and comfort with sales without being salesy.
• Comfortable with CRM/Excel/Google Sheets + WhatsApp Business.
• High integrity, confidentiality, and patient-first behavior.

share your CV with us at hr@aliv.in

Website: https://www.alivtherapy.in/