ALIV Regenerative Wellness | Pune (location-specific)
About the role
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 WhatsApp reply, or the first walk-in feels like a standard OPD, the brand breaks before the consult begins.
We're hiring a Front Desk & Client 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.
This is a frontline role with real ownership. You are not taking messages. You are holding the relationship.
Reporting & team
- Reports to: Location Lead / Operations
- Works alongside: Physicians, nursing team, marketing (lead handoff), data/operations
- Stakeholders: Clients and their families, clinical team, founder
Core responsibilities
1. First impressions & client welcome
- Be the face and voice of ALIV — in person, on phone, on WhatsApp, 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
2. Scheduling & calendar management
- 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
3. Inquiry handling & consult conversion
- Be the first responder to inbound inquiries (calls, WhatsApp, 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
4. Client relations & retention
- 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
5. Front desk operations
- 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
6. Coordination & handoffs
- 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
Required qualifications
- 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
Preferred qualifications
- 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
Who this role is for
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
