ALIV Regenerative Wellness | Pune & Mumbai (location-specific) /n /n About the role /n 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. /n 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. /n This is a frontline role with real ownership.

You are not taking messages. You are holding the relationship. /n /n Reporting & team /n /n

- Reports to: Location Lead / Operations

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- Works alongside: Physicians, nursing team, marketing (lead handoff), data/operations

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- Stakeholders: Clients and their families, clinical team, founder

/n /n Core responsibilities /n 1. First impressions & client welcome /n /n

- Be the face and voice of ALIV — in person, on phone, on WhatsApp, and over email

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- Welcome clients warmly on arrival; manage a calm, premium, unhurried front-of-house experience

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- Read the room: know when a client wants conversation and when they want efficiency

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- Maintain the physical space to a premium standard — ambiance, refreshments, cleanliness, calm

/n /n 2. Scheduling & calendar management /n /n

- Own appointment scheduling and the clinic calendar (Google Calendar)

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- Coordinate physician, nurse, and room availability across the day with zero double-booking

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- Manage rescheduling, cancellations, and waitlists smoothly

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- Send timely, well-written reminders and consult-prep instructions

/n /n 3. Inquiry handling & consult conversion /n /n





- Be the first responder to inbound inquiries (calls, WhatsApp, DMs handed off from marketing)

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- Answer general, non-clinical questions about services, process, location, and what to expect

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- Convert qualified inquiries into booked consultations — warmly, never pushily

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- Capture lead details accurately into the CRM and route clinical questions to the right person

/n /n 4. Client relations & retention /n /n

- Own the relationship layer: follow-ups after consults, check-ins during protocols, gentle reactivation

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- Anticipate needs — remember preferences, names, context (especially in dual-customer situations where the person paying isn't always the person being treated)

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- Handle concerns and complaints with composure; escalate the right ones to the right people

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- Be the client's trusted, friendly point of contact throughout their journey

/n /n 5. Front desk operations /n /n

- Manage check-in / check-out flow

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- Process payments and issue receipts/invoices accurately

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- Maintain organised, confidential client records and documentation

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- Coordinate consumables, samples, and front-desk inventory with the clinical/ops team

/n /n 6. Coordination & handoffs /n /n

- Be the connective tissue between client, clinical team, and operations

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- Ensure consent forms are signed and filed before applicable procedures

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- Brief the clinical team on incoming clients and any context that helps the visit go smoothly

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- Coordinate across locations when a client is seen in more than one city

/n /n Required qualifications /n /n

- 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

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- Excellent spoken and written English , plus Hindi and/or Marathi (location-dependent)

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- Strong phone and written etiquette — clear, warm, professional, typo-free

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- Comfort with scheduling tools, basic CRM, and Google Workspace / MS Office

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- A genuine service orientation — you like making people feel looked after

/n /n Preferred qualifications /n /n

- Background in premium hospitality, luxury services, or concierge medicine — settings where the experience bar is high and the clientele is discerning

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- Prior experience in a clinic, wellness centre, or healthcare front desk

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- Familiarity with CRM and booking/payment systems

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- Additional languages a plus

/n /n Who this role is for /n Mindset more than CV.

This matters more than the resume: /n /n

- You understand that a CXO's time is their scarcest asset, and you protect it — quick, accurate, no friction

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- You're warm without being familiar, polished without being stiff, and discreet by instinct

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- You're unflappable. A double-booking, an upset client, a VIP walking in unannounced — you handle it without the client ever seeing you sweat

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- You're discreet with sensitive information by default. High-profile clients trust you because you never discuss one client with another, ever

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- 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

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- You're a team player who makes the doctors' and nurses' jobs easier, not harder

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- 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

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📌 Front Desk & Client Relations Executive (Pune)
🏢 ALIV - Regenerative Wellness
📍 Pune