Guest Relation Executive

CK Birla Healthcare; Gurugram District; On-site; INR 279,000 - 446,000; Full time

Job summary

CK Birla Healthcare is seeking a patient-centric front desk and coordination role in Gurugram. You will ensure warm, empathetic patient interactions, manage registrations, scheduling, and check-in/out, and guide patients through consultation and procedures.

You will support billing and documentation, coordinate with doctors, counsellors, and diagnostic teams, and maintain smooth patient flow while upholding privacy.

Qualifications

• Must communicate warmly and professionally with patients.
• Ability to guide patients through consultation, billing, and procedures.
• Maintain privacy and confidentiality of sensitive information.

Responsibilities

• Manage patient registration, appointment scheduling, and check-in/check-out.
• Coordinate between doctors, counsellors, lab teams, and diagnostic staff.
• Support patient counselling with clear information and queries handling.
• Ensure accurate billing for consultations, procedures, and investigations.

Skills

Patient interaction

Appointment scheduling

Front desk coordination

Billing & documentation

Empathy & confidentiality

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.