Guest Relation Executive

CK Birla Healthcare; Delhi; On-site; INR 280,000 - 550,000; Full time

Job summary

CK Birla Healthcare in Delhi is seeking a proactive Front Office & Patient Experience executive to manage reception, bookings, registrations, and smooth check-in/check-out, ensuring privacy and professional service.

You will coordinate appointments with doctors and diagnostic teams, support counselling and billing processes, and help guide patients through treatment steps, tests, and follow-ups with empathy.

Qualifications

• Experience in hospital/clinical front desk or patient-facing roles.
• Ability to manage registrations, appointments and check-in/check-out processes.
• Strong communication and empathy when dealing with patients.

Responsibilities

• Manage patient registration, appointment scheduling, and check-in/check-out.
• Coordinate appointments with doctors, embryologists, counsellors, and diagnostic teams.
• Provide information on treatment processes, documentation, and next steps, assisting queries.

Skills

Patient interaction

Appointment scheduling

Front desk operations

Privacy & confidentiality

Tools

Billing software

Job description

1. Patient Experience & Front Office Management-

• Ensure warm, empathetic, and professional patient interaction at all touchpoints.
• Manage patient registration, appointment scheduling, and check-in/check-out processes.
• Guide patients regarding consultation flow, diagnostics, billing, and procedures.
• Maintain minimal patient waiting time and smooth patient flow coordination.
• Ensure privacy and confidentiality of sensitive fertility-related information.

2. Appointment & Coordination Management -

• Coordinate appointments between doctors, embryologists, counsellors, and diagnostic teams.
• Follow up with patients for repeat visits, procedures, and treatment cycles.
• Manage IVF cycle calendars and ensure timely communication with patients.
• Coordinate with OT/lab for procedure scheduling (IUI, IVF, embryo transfer, etc.).

3. Patient Counselling Support & Communication -

• Provide basic information regarding treatment processes, documentation, and next steps.
• Support counsellors and doctors in managing patient queries.
• Ensure clear communication of instructions (fasting, medication, test schedules).
• Handle emotionally sensitive situations with empathy and professionalism.

4. Billing & Documentation Accuracy -

• Ensure accurate billing for consultations, procedures, packages, and investigations.
• Verify documentation completeness (consent forms, ID proofs, reports).
• Coordinate with finance for payment collections and receipts.
• Maintain daily revenue reconciliation at front desk.