Guest Relation Executive

CK Birla Healthcare; Gurugram District; On-site; INR 320,000 - 480,000; Full time

Job summary

CK Birla Healthcare in Gurgaon is seeking a proactive patient experience and front office professional to manage registrations, scheduling, and billing while ensuring a compassionate patient journey.

You will coordinate between doctors, counsellors, and diagnostic teams, guide patients through visits, and maintain privacy for fertility-related information, aiming to minimize wait times and streamline processes.

Qualifications

• Experience in handling patient queries and privacy aspects.
• Strong communication and coordination with medical teams.
• Ability to manage registrations, scheduling, and billing processes.

Responsibilities

• Ensure warm, empathetic patient interaction at all touchpoints.
• Manage patient registration, appointment scheduling, and check-in/check-out.
• 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.
• Coordinate appointments between doctors, embryologists, counsellors, and diagnostic teams.
• Follow up with patients for repeat visits, procedures, and treatment cycles.
• Coordinate with OT/lab for procedure scheduling (IUI, IVF, embryo transfer, etc.).
• 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.
• Verify documentation completeness (consent forms, ID proofs, reports).
• Coordinate with finance for payment collections and receipts.
• Maintain daily revenue reconciliation at front desk.

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.