Receptionist / Front Office Executive

1. Role Overview

The Front Desk Executive is the first point of contact for every patient and is responsible for creating a professional, warm and efficient patient experience.

The role will manage appointments, patient registration, calls and WhatsApp enquiries, billing coordination, patient communication and coordination between patients, doctors and the clinic team.

2. Key Responsibilities

A. Reception & Patient HandlingWelcome patients warmly and professionally.

• Verify patient appointments and registration details.
• Assist new patients with registration and documentation.
• Guide patients through the clinic and explain the consultation/treatment process.
• Maintain a courteous and professional reception environment.
• Manage patient waiting areas and communicate delays proactively.

B. Appointment ManagementSchedule, confirm, reschedule and cancel appointments.

• Maintain the daily appointment calendar.
• Coordinate appointment timings with doctors, therapists and treatment staff.
• Send appointment reminders through phone/WhatsApp.
• Follow up on missed appointments and cancellations.
• Optimize appointment slots to minimize idle time.

C. Calls, WhatsApp & EnquiriesAnswer incoming calls promptly and professionally.

• Respond to WhatsApp and other patient enquiries.
• Provide accurate information regarding:
• Clinic timings
• Doctors
• Services
• Appointment availability
• Treatment duration
• Basic pricing/package information
• Preparation requirements, where approved by the clinic
• Convert enquiries into appointments wherever appropriate.
• Escalate medical questions to the doctor/nurse rather than providing medical advice.

D. Patient CoordinationCoordinate the patient's movement from reception → consultation → investigation → treatment → billing → follow-up.

• Inform the relevant team when a patient arrives.
• Coordinate with nurses/therapists regarding treatment schedules.
• Ensure patients are not unnecessarily waiting between different stages of their visit.
• Assist patients with follow-up appointment scheduling.

E. Billing & PaymentsGenerate bills/invoices as per clinic procedures.

• Collect payments through cash, card, UPI and other approved modes.
• Issue receipts.
• Maintain accurate daily payment records.
• Coordinate daily cash/payment reconciliation with the Clinic Manager/accounts team.
• Ensure discounts, refunds and complimentary services have appropriate authorization.

F. Patient Records & DocumentationCreate and maintain accurate patient records.

• Update contact information and appointment history.
• Ensure required forms and consent documents are completed.
• Maintain confidentiality of patient information.
• Ensure physical and digital records are properly organized.

G. Patient Follow-UpCall/WhatsApp patients for:

• Appointment confirmations
• Missed appointments
• Follow-up consultations
• Treatment sessions
• Pending appointments
• Reports/documents, where applicable
• Maintain a follow-up list and coordinate with the Patient Coordinator/Clinic Manager.

H. Clinic AdministrationMaintain reception-area cleanliness and presentation.

• Monitor stationery and front-desk supplies.
• Coordinate courier/document movement.
• Maintain visitor and vendor records where required.
• Report operational issues to the Clinic Manager.
• Follow all clinic SOPs and processes.

3. Sales & Patient Conversion

The Front Desk Executive should contribute to patient conversion and retention without making medical claims or giving clinical advice.

Responsibilities include:

• Converting phone/WhatsApp enquiries into appointments.
• Explaining approved service/package information.
• Identifying patients who may benefit from discussing additional services with the appropriate team member.
• Following up with patients who have not confirmed appointments.
• Supporting package renewal and follow-up communication.
• Recording enquiry-to-appointment conversions.

4. Key Performance Indicators (KPIs)Number of enquiries handled

• Enquiry-to-appointment conversion rate
• Appointment confirmation rate
• No-show/cancellation rate
• Patient waiting time
• Billing accuracy
• Patient feedback/satisfaction
• Follow-up completion rate
• Appointment utilization
• Accuracy of patient records
• Professionalism and punctuality

5. Candidate Profile

EducationMinimum 12th standard / Graduate preferred.

• Healthcare administration or hospitality background is an advantage.
• Experience1–3 years experience in:
• Clinic/hospital
• Wellness centre
• Diagnostic centre
• Hospitality
• Premium customer service
• Freshers with excellent communication and customer-service skills may also be considered.
• SkillsExcellent spoken communication
• Good English and Hindi; Marathi preferred
• Professional telephone etiquette
• WhatsApp communication skills
• Basic computer knowledge
• Appointment/CRM software familiarity
• Good organizational skills
• Pleasant personality
• Ability to multitask
• Strong attention to detail
• Patient and empathetic approach

6. Ideal Candidate

The ideal candidate should be well-groomed, confident, warm and highly organized.

They should understand that the front desk is not merely an administrative position—it is the first and last impression of the clinic.

The candidate should be capable of handling a busy reception, communicating confidently with patients, coordinating multiple teams and maintaining a premium patient experience while ensuring accuracy and discipline.