Medical Receptionist

Job Description: Guest Relations / Medical Receptionist ALIV Regenerative Wellness

Location: Pune (Bund Garden) / Mumbai (Khar)Type: Full-timeMode: 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. Youll 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 roleno 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.
• 13 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.