About Mitsu

Mitsu is on a mission to make mental healthcare simpler. We combine experienced clinicians, neighbourhood clinics and technology to help people get the right care, stay supported beyond appointments, and make lasting progress.

Our clinics are designed to be calm, welcoming spaces where people feel safe seeking support. The front desk is the first point of contact—and one of the most important roles in shaping that experience.

About the Role

As a Clinic Experience Executive, you won't just manage appointments—you'll shape a client's experience with Mitsu from their very first interaction.

For many people, reaching out for mental health support can be difficult. A client may be anxious, overwhelmed, unsure about what kind of help they need, or emotionally distressed. In these moments, the quality of communication matters.

We are looking for someone who can listen carefully, understand what a client is actually trying to communicate, and guide them appropriately. This means knowing when to ask another question, when to simply listen, when to reassure, and when to involve the right member of the clinical team.

The role requires a balance of empathy and professional judgment. You should be comfortable speaking with people who may be upset, anxious, frustrated or emotionally vulnerable, without becoming overly clinical or attempting to provide therapy yourself. Your role is to make people feel heard, respected and appropriately supported while helping them take the next step.

Whether you're speaking with a client over the phone, WhatsApp or welcoming them into the clinic, the way you communicate should make it easier for them to seek and continue care.

Alongside this, you'll manage appointments, coordinate with psychologists and psychiatrists, handle day-to-day clinic operations, and ensure the clinic experience runs smoothly.

This is not a conventional customer support role. It is also not a therapeutic role. It sits somewhere in between—requiring strong communication, emotional maturity, empathy, sound judgment and operational ownership.

Working Schedule

- 6 days a week
- 9am – 6pm
- Fixed weekly off on Sunday

Compensation

- ₹30,000 – ₹40,000 per month (Fixed), based on experience and communication skills
- Performance-linked incentives of up to ₹3,000 per month

Key ResponsibilitiesClient Communication & Experience

- Be the first point of contact for client enquiries via phone, WhatsApp, email,and in person.
- Listen carefully and understand the client's concerns, context and what they are looking for before responding.
- Ask thoughtful and relevant questions to understand what kind of support may be appropriate.




- Guide clients towards the right service, clinician or next step based on the information they share.
- Communicate information about therapy, psychiatry, assessments and other services clearly and accurately.
- Explain pricing, policies, processes and next steps in a way that is easy for clients to understand.
- Create a warm, respectful and reassuring experience without making promises or giving clinical advice outside your role.

Supporting Clients Through Difficult Conversations

- Communicate with clients who may be anxious, distressed, frustrated, confused or emotionally overwhelmed.
- Give clients the space to express themselves and respond with patience, empathy and composure.
- Know how to acknowledge someone's experience without unnecessarily escalating or dismissing their concerns.
- Recognize when a situation requires support or intervention from a psychologist, psychiatrist or senior team member.
- Handle sensitive situations and escalations with maturity, appropriate boundaries and good judgment.
- Ensure that even difficult interactions leave the client feeling heard and treated with dignity.

Client Follow-ups & Appointment Management

- Convert relevant enquiries into confirmed appointments through clear, consultative communication—not pressure-based selling.
- Follow up with pending enquiries and inactive clients appropriately.
- Coordinate appointments and ensure clients have the information they need before their visit.
- Support clients through onboarding and help them navigate the process of accessing care.
- Maintain accurate records of client interactions, appointments and follow-ups.

Clinic Operations

- Manage day-to-day clinic operations and front desk activities.
- Coordinate therapist schedules and optimize appointment calendars.
- Work closely with psychologists and psychiatrists regarding availability, schedule updates and operational requirements.
- Ensure the clinic remains organized, welcoming and operationally efficient.

Cross-functional Collaboration

- Share relevant client feedback and recurring concerns with the operations and marketing teams.
- Identify gaps in the client journey and suggest ways to improve the experience.
- Support review collection and client engagement initiatives.
- Contribute to improving processes and SOPs as Mitsu grows.





Ideal Candidate ProfileQualifications

- Bachelor's or Master's degree in Psychology is preferred, but not mandatory.
- A Bachelor's degree in any relevant field from a recognized institution.
- 1–5 years of experience in a client-facing role.

Prior experience in any of the following environments would be relevant:

- Mental healthcare or healthcare clinics
- Dental, dermatology or diagnostic centres
- Hospitality, hotels or airlines
- Premium salons or wellness spaces
- Premium retail
- Customer support or relationship management roles involving consultative, relationship-driven interactions

You'll thrive in this role if you are:

- An exceptional communicator who can listen as well as you speak.
- Able to understand what someone is trying to communicate, including when they may not express themselves clearly.
- Naturally warm, approachable and skilled at building trust with people.
- Emotionally mature and composed, especially when speaking with someone who is distressed or upset.
- Comfortable sitting with someone's discomfort without feeling the need to immediately fix, dismiss or rush the conversation.
- Able to show empathy while maintaining professional boundaries.
- Good at asking the right questions and using the information shared to guide someone appropriately.
- Able to distinguish between providing support and providing clinical advice.
- Comfortable communicating across phone calls, WhatsApp, email and face-to-face interactions.
- Confident handling sensitive conversations and knowing when to escalate or involve the clinical team.
- Tech-savvy and comfortable using CRMs and digital communication tools.
- Highly organized, detail-oriented and able to manage multiple responsibilities in a fast-paced clinic environment.
- Process-driven while still ensuring that each client receives a personalized and compassionate experience.

Why Join Mitsu?

At Mitsu, you'll be part of a team that's working to make quality mental healthcare more accessible.

You'll have the prospect to create meaningful first impressions, support people during vulnerable moments and play an important role in helping clients navigate their mental healthcare journey.

You'll work closely with psychologists, psychiatrists and the wider Mitsu team in a collaborative, fast-growing and mission-driven environment.

Mitsu is an equal opportunity employer. We are committed to building an inclusive, respectful and diverse workplace, and we encourage individuals from all backgrounds to apply.

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

- Paid sick time
- Paid time off

Work Location: In person

📌 Clinic Experience Executive – Powai
🏢 Mitsu Clinic
📍 Powai