Receptionist Cum Telecaller

Position Title: Receptionist

Department: Front Office / Administration

Reporting To: Wellness Director & CEO

Job Summary: The Tele Sales & Receptionist serves as the first point of contact for patients and plays a vital role in driving clinic revenue through effective telephonic sales and exceptional front desk management. The individual is responsible for handling patient inquiries, converting leads into appointments, managing reception activities, and delivering an outstanding patient experience from the first interaction to follow-up.

Key Responsibilities:

Tele Sales

• Make outbound calls to prospective and existing patients generated through marketing campaigns, referrals, and database records.
• Explain the clinic's wellness, aesthetic, and healthcare services confidently and professionally.
• Convert inquiries into confirmed appointments and treatment consultations.
• Follow up with missed appointments, pending leads, and inactive patients.
• Promote treatment packages, memberships, seasonal offers, and wellness programs.
• Maintain daily calling targets, conversion rates, and sales performance.
• Update customer interactions and lead status in the CRM or clinic management software.
• Build long-term relationships with patients through regular follow-ups.

Reception & Front Desk Management:

• Welcome patients with professionalism and ensure a positive first impression.
• Register new patients and maintain accurate patient records.
• Schedule, reschedule, and confirm appointments.
• Manage the clinic calendar to optimize doctor and therapist availability.
• Handle incoming phone calls, emails, and WhatsApp inquiries promptly.
• Coordinate patient flow to minimize waiting time.
• Collect payments, generate receipts, and maintain billing records (if applicable).
• Ensure the reception area remains clean, organized, and presentable.

Customer Service

• Address patient queries regarding services, pricing, appointments, and clinic policies.
• Resolve basic patient concerns and escalate complex issues when required.
• Conduct post-treatment follow-up calls to ensure patient satisfaction.
• Encourage repeat visits and referrals through excellent customer engagement.

Administrative Responsibilities:

• Maintain patient databases and daily reports.
• Prepare daily appointment and sales reports.
• Coordinate with doctors, therapists, and management regarding patient schedules.
• Assist in inventory tracking of front-office materials.
• Support marketing campaigns by calling leads and promoting events or special offers.

Key Performance Indicators (KPIs):

• Number of outbound calls made per day.
• Lead-to-appointment conversion rate.
• Appointment confirmation rate.
• Monthly sales revenue generated.
• Patient retention and repeat bookings.
• Customer satisfaction ratings.
• Reception efficiency and appointment management accuracy.

Required Qualifications:

• Graduate or equivalent qualification.
• 1–5 years of experience in tele sales, reception, customer service, or front office operations.
• Experience in a wellness clinic, aesthetic clinic, healthcare, spa, salon, or hospitality industry is preferred.

Required Skills:

• Excellent verbal and written communication skills.
• Strong sales and persuasion abilities.
• Professional telephone etiquette.
• Customer-focused attitude with a pleasant personality.
• Ability to multitask in a fast-paced environment.
• Good organizational and time-management skills.
• Basic computer proficiency with typing speed 60wpm.
• Strong interpersonal and relationship-building skills.

Personal Attributes:

• Positive attitude and professional appearance.
• Confident, energetic, and self-motivated.
• Patient, empathetic, and courteous.
• Target-oriented with a passion for sales.
• Honest, reliable, and able to maintain patient confidentiality.

Working Hours:

• As per clinic operating hours, including weekends or holidays as scheduled.