Front Desk Executive

Keka Technologies Private Limited; Pune District; On-site; INR 250,000 - 420,000; Full time

Benefits offered by this job

Performance-based incentives

Career advancement

Supportive work culture

Job summary

Keka Technologies Private Limited is seeking a Front Desk Executive to manage the front office operations, assist with OPD management, and coordinate with the clinical team to ensure a smooth patient experience.

The role includes handling registrations, scheduling, explaining healthcare programs, and supporting the sales process to enrol patients while maintaining accurate records and generating daily reports.

Qualifications

• Bachelor's degree required or equivalent experience.
• Certification in Customer Service, Hospitality, or Administration is a plus.
• 1–3 years in Front Office, Reception, Patient Relations, or related fields.

Responsibilities

• Welcome patients and visitors with professionalism and courtesy.
• Manage patient registration, check-in, and check-out processes.
• Schedule, confirm, reschedule, and cancel patient appointments.
• Explain healthcare programs and convert inquiries into enrolments.
• Assist in converting leads into enrolled patients and meet revenue targets.
• Maintain accurate patient records in CRM/HMIS and prepare daily reports.

Skills

Excellent communication skills

Customer service orientation

Sales and closing skills

Education

Bachelor's degree in any discipline

Certification in Customer Service, Hospitality, or Administration

Tools

MS Office

CRM/HMIS

Job description

Department: Front Office / Patient Relations

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.

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.
• 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.

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.
• Address patient concerns regarding appointments, pricing, or services.
• Resolve routine issues professionally and confidently.
• Escalate complex concerns to the appropriate department when required.
• 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).
• Professional appearance and pleasant personality.

Educational Qualification

• Bachelor's degree in any discipline.
• Certification in Customer Service, Hospitality, or Administration will be an added advantage.

Experience

• 1–3 years of experience in Front Office, Reception, Patient Relations, Customer Service, Healthcare, Hospitality, or Telecalling.
• Freshers with excellent communication and customer service skills may also be considered.

Key Performance Indicators (KPIs)

• Monthly revenue contribution.
• Follow-up completion rate.
• Attendance and punctuality.

Why Join Us?

• Opportunity to work with a growing healthcare organization.
• Professional learning and career advancement opportunities.
• Performance-based incentives.
• Supportive and collaborative work culture.
• Opportunity to make a positive impact on patients' health and wellness.