Front desk receptionist

<p> ALIV Regenerative Wellness | Pune (location-specific) </p> <p> About the role </p> <p> For a clinic serving founders, CEOs, and CXOs, the front desk is not a reception desk — it's the first and most frequent human touchpoint of a premium experience. The clinical work can be world-class, but if the first call, the first Whats App reply, or the first walk-in feels like a standard OPD, the brand breaks before the consult begins. </p> <p> We're hiring a Front Desk &amp; Guest Relations Executive who treats every interaction as concierge-grade: warm, polished, discreet, and effortless. You'll own the client's experience from first contact through every visit — booking, welcoming, coordinating, following up, and quietly making sure nothing falls through the cracks. </p> <p> This is a frontline role with real ownership. You are not taking messages. You are holding the relationship. </p> <p> Reporting &amp; team </p> Reports to: Location Lead / Operations Works alongside: Physicians, nursing team, marketing (lead handoff), data/operations Stakeholders: Clients and their families, clinical team, founder <p> Core responsibilities </p> <p>1. First impressions &amp; client welcome </p> Be the face and voice of ALIV — in person, on phone, on Whats App, and over email Welcome clients warmly on arrival; manage a calm, premium, unhurried front-of-house experience Read the room: know when a client wants conversation and when they want efficiency Maintain the physical space to a premium standard — ambiance, refreshments, cleanliness, calm <p>2. Scheduling &amp; calendar management </p> Own appointment scheduling and the clinic calendar (Google Calendar) Coordinate physician, nurse, and room availability across the day with zero double-booking Manage rescheduling, cancellations, and waitlists smoothly Send timely, well-written reminders and consult-prep instructions <p>3. Inquiry handling &amp; consult conversion </p> Be the first responder to inbound inquiries (calls, Whats App, DMs handed off from marketing) Answer general, non-clinical questions about services, process, location, and what to expect Convert qualified inquiries into booked consultations — warmly, never pushily Capture lead details accurately into the CRM and route clinical questions to the right person <p>4. Client relations &amp; retention </p> Own the relationship layer: follow-ups after consults, check-ins during protocols, gentle reactivation Anticipate needs — remember preferences, names, context (especially in dual-customer situations where the person paying isn't always the person being treated) Handle concerns and complaints with composure; escalate the right ones to the right people Be the client's trusted, friendly point of contact throughout their journey <p>5. Front desk operations </p> Manage check-in / check-out flow Process payments and issue receipts/invoices accurately Maintain organised, confidential client records and documentation Coordinate consumables, samples, and front-desk inventory with the clinical/ops team <p>6. Coordination &amp; handoffs </p> Be the connective tissue between client, clinical team, and operations Ensure consent forms are signed and filed before applicable procedures Brief the clinical team on incoming clients and any context that helps the visit go smoothly Coordinate across locations when a client is seen in more than one city <p> Required qualifications </p> 2–4 years in front desk, reception, client relations, or guest experience — ideally in a clinic, hospital, premium hospitality (hotels), luxury retail, or concierge setting Excellent spoken and written English , plus Hindi and/or Marathi (location-dependent) Strong phone and written etiquette — clear, warm, professional, typo-free Comfort with scheduling tools, basic CRM, and Google Workspace / MS Office A genuine service orientation — you like making people feel looked after <p> Preferred qualifications </p> Background in premium hospitality, luxury services, or concierge medicine — settings where the experience bar is high and the clientele is discerning Prior experience in a clinic, wellness centre, or healthcare front desk Familiarity with CRM and booking/payment systems Additional languages a plus <p> Who this role is for </p> <p> Mindset more than CV. This matters more than the resume: You understand that a CXO's time is their scarcest asset, and you protect it — fast, accurate, no friction You're warm without being familiar, polished without being stiff, and discreet by instinct You're unflappable. A double-booking, an upset client, a VIP walking in unannounced — you handle it without the client ever seeing you sweat You're discreet with sensitive information by default. High-profile clients trust you because you never discuss one client with another, ever You take ownership of the small things — the follow-up that didn't happen, the reminder that didn't send, the detail someone forgot. You catch them You're a team player who makes the doctors' and nurses' jobs easier, not harder You know the line: you never give medical advice, never interpret results, never promise outcomes — you route every clinical question to the clinical team, warmly and immediately </p>