Front Desk Executive

Front Desk Executive Position: Front Desk Executive Department: Front Office / Patient Relations Location: Pune / PCMC Employment Type: Full-Time Reporting To: Operations Manager / Front Office Manager Job Summary We are looking for a professional, well-presented, and customer-oriented Front Desk Executive to manage the front office operations and provide an exceptional experience to patients and visitors. The ideal candidate will be responsible for handling OPD operations, managing appointments, explaining healthcare programs, converting inquiries into enrolments, maintaining accurate records, and ensuring smooth coordination between patients and the clinical team. Roles & Responsibilities 1. OPD Management (25%) Welcome patients and visitors with professionalism and courtesy. Manage patient registration, check-in, and check-out processes. Ensure smooth patient flow within the OPD. Coordinate with doctors, dietitians, and other departments for seamless patient service. Maintain cleanliness and organization of the reception area. 2. Appointment Management (30%) Schedule, confirm, reschedule, and cancel patient appointments. Manage doctors' consultation schedules efficiently. Send appointment reminders and follow up on missed appointments. Ensure accurate appointment records and minimize scheduling conflicts. Coordinate patient appointments to reduce waiting time. 3. Lead Conversion & Course Explanation (15%) Explain the organization's healthcare and wellness programs to walk-in and inquiry patients. Understand patient requirements and recommend suitable treatment programs. Build trust and encourage prospective patients to enrol. Support the sales team in converting inquiries into admissions. 4. Closing & Revenue Contribution (15%) Assist in converting qualified leads into enrolled patients. Achieve assigned enrolment and revenue targets. Promote additional healthcare services whenever appropriate. Contribute to departmental revenue growth. 5. Data Management (10%) Maintain accurate patient records in the CRM/HMIS system. Update inquiry details, appointments, enrolments, and follow-up status. Prepare daily reports and maintain complete documentation. Ensure confidentiality and accuracy of patient information. 6. Objection Handling (5%) Address patient concerns regarding appointments, pricing, or services. Resolve routine issues professionally and confidently. Escalate complex concerns to the appropriate department when required. Ensure a positive patient experience during every interaction. Required Skills & Competencies Excellent verbal and written communication skills. Strong convincing and persuasion abilities. Sales and closing skills. Active listening and interpersonal skills. Effective objection handling and conflict resolution. Customer service orientation with a positive attitude. Good organizational and multitasking abilities. Basic computer proficiency (MS Office, CRM/HMIS). …