Receptionist / Front Office Executive

Role Overview: The Front Office Manager cum Receptionist will be responsible for managing the complete patient journey, from the first enquiry or appointment to billing, treatment completion and post-treatment follow-up.

The candidate will be both the first and last point of contact for patients, ensuring that every patient receives a warm welcome, professional service, minimum waiting time and a positive overall experience.

The position also involves administrative coordination, patient records, appointment scheduling, billing, patient follow-ups, dispensary management, sales support and assisting the clinical team wherever appropriate.

• Key Responsibilities

1. Front Desk Management & Patient Experience

• Welcome patients warmly and professionally upon arrival.
• Serve as the first point of contact for walk-in patients, telephone enquiries, WhatsApp messages and online enquiries.
• Ensure patients are attended to promptly and made comfortable throughout their visit.
• Manage waiting patients proactively, keeping them informed about expected waiting times.
• Coordinate with doctors, associate doctors, nurses and therapists to minimise waiting time and ensure smooth patient flow.
• Handle patient complaints, concerns and special requests courteously and effectively.
• Ensure patients leave the clinic with a positive impression and clarity regarding their treatment, payment and next appointment.

2. Patient Registration & Record Management

• Collect and accurately record patient details, contact information, medical history forms and other required documentation.
• Register new patients and update existing patient information in the clinic management system.
• Maintain accurate and confidential electronic and physical patient records.
• Ensure all consultations, procedures and treatments undertaken by patients are correctly entered into the system.
• Maintain records of treatment packages, completed sessions and pending sessions.
• Obtain required patient consent and coordinate clinical documentation with the medical team.

3. Appointment Scheduling & Coordination

• Schedule, confirm, reschedule and manage appointments for consultations and procedures.
• Coordinate appointments with dermatologists, plastic surgeons, associate doctors and therapists.
• Optimise appointment schedules to minimise patient waiting time and avoid unnecessary gaps.
• Send appointment confirmations and reminders through calls and WhatsApp.
• Follow up with patients who miss or cancel appointments.
• Ensure patients requiring multiple treatment sessions are scheduled appropriately.

4. Billing, Payments & Dispensary Management:

• Prepare patient bills and invoices accurately using the clinic billing system.
• Collect payments through cash, UPI, cards or other approved modes.
• Maintain daily billing and payment records and reconcile collections.
• Keep track of advance payments, treatment packages and outstanding balances.
• Manage the clinic dispensary, including stock records, expiry dates and inventory replenishment.
• Coordinate dispensing of medicines and skincare products strictly against authorised prescriptions or instructions from the treating doctor, within applicable legal requirements.
• Maintain records of products sold and dispensed.

5. Patient Follow-up, Retention & Sales Support:

• Make follow-up calls to patients after consultations and treatments.
• Contact patients for repeat appointments, pending treatment sessions and package renewals.
• Follow up with prospective patients who have enquired but not booked appointments.
• Coordinate with the associate doctor to convert genuine patient enquiries into consultations and treatment bookings.
• Explain clinic services, available packages and approved offers accurately.
• Maintain records of enquiries, follow-ups, appointment conversions and repeat visits.
• Support patient retention and clinic revenue targets through professional, ethical and proactive communication.

6. Patient Photography, Feedback & Reviews:

• Coordinate and take standardised before-and-after treatment photographs as per clinic protocols and with appropriate patient consent.
• Maintain photographs securely in the designated patient records.
• Request genuine patient feedback and Google reviews after consultations or treatments, without pressure or incentives.
• Record patient feedback and communicate concerns to the management.
• Assist in improving patient satisfaction and the clinic's online reputation.
• Ensure no patient photographs, testimonials or personal information are used publicly without specific authorisation and consent.

7. Clinical Coordination & Treatment Assistance:

• Coordinate with doctors, associate doctors, nurses and therapists regarding patient readiness and treatment schedules.
• Ensure treatment rooms are ready and patients are directed to the appropriate clinical staff.
• Assist with non-clinical treatment preparation, patient positioning and other support activities as instructed.
• Assist the clinical team during treatments only within the candidate's training, competence and legally permitted scope.
• Help maintain cleanliness, organisation and availability of required consumables in treatment areas.

8. Clinic Administration & Reporting:

• Oversee the smooth day-to-day functioning of the front office and patient coordination activities.
• Maintain accurate daily records of consultations, procedures and treatments performed.
• Prepare a weekly management summary covering:
• Number of new and repeat patients.
• Consultations conducted.
• Procedures and treatments performed.
• Appointments booked, completed, cancelled and missed.
• Follow-up calls and pending appointments.
• Treatment packages sold and sessions pending.
• Revenue collected and outstanding payments.
• Patient feedback, complaints and operational issues.

9.Coordinate with vendors, housekeeping and other support staff when required.

10.Monitor basic administrative supplies and dispensary stock.

11.Perform other reasonable administrative, patient-support and operational duties assigned by management.