Guest Relations Executive

Job Description: Guest Relations / Front Desk Coordinator — ALIV Regenerative Wellness/ Solo Clinic IVF

Location:

Pune (Bund Garden)

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.