– Receptionist (Hospitality & Patient Experience)

Department: Operations

Location: WohlPhysio, Kochi

Employment Type: Full-Time

Reporting To: Clinic Manager

1. Job Summary

At WohlPhysio, we believe that exceptional patient care begins with a warm welcome, thoughtful communication, and a comfortable experience. We are looking for a friendly, professional, empathetic, and service-oriented Receptionist who can combine a hospitality mindset with efficient front-office management.

As the first point of contact, you will be responsible for creating a welcoming environment, understanding patient needs, guiding patients throughout their clinic visit, managing enquiries and appointments, and ensuring that every interaction reflects WohlPhysio's commitment to quality care.

This role goes beyond conventional reception duties. We expect someone who anticipates patient needs, pays attention to details, communicates with confidence, and takes ownership of the overall patient experience.

The ideal candidate may come from a hospitality, hotel management, customer service, premium retail, or healthcare background and should have a genuine passion for serving people.

1. Key Responsibilities A. Hospitality & Patient Experience

- Welcome every patient and visitor with a warm greeting, a positive attitude, and professional courtesy.
- Create a welcoming, comfortable, and reassuring atmosphere at the clinic.

- Make patients feel acknowledged and attended to from the moment they enter the clinic.
- Proactively identify and respond to patient needs rather than waiting for requests or complaints.
- Provide personalized assistance to elderly patients, individuals with mobility difficulties, first-time visitors, and their attendants.

- Guide patients through registration, waiting, consultation, and treatment procedures.
- Keep patients informed about waiting times, appointment delays, and schedule changes.
- Maintain skilled grooming, body language, and communication standards.

- Ensure the reception and waiting areas remain clean, organized, and presentable.
- Maintain consistent hospitality standards throughout every patient interaction.

B.

Patient

Communication & Relationship Building

- Communicate with patients and attendants in a polite, confident, clear, and empathetic manner.
- Handle telephone calls, WhatsApp messages, walk-in enquiries, and other approved communication channels professionally.
- Understand patient requirements and provide accurate information about clinic services, treatments, packages, operating hours, and appointment availability.
- Explain registration, appointment, billing, and payment procedures clearly.
- Build trust through attentive listening, respectful communication, and timely responses.
- Handle patient concerns calmly and escalate clinical or sensitive matters to the appropriate team member.
- Maintain professional telephone etiquette and written communication standards.
- Ensure patients receive consistent and accurate information across all communication channels.

C. Enquiry Management & Appointment Coordination
- Handle new patient enquiries and guide prospective patients through the appointment booking process.
- Convert relevant enquiries into appointments through effective communication and appropriate follow-up.
- Schedule, confirm, reschedule, and cancel appointments using the clinic management system.
- Coordinate appointment availability with physiotherapists and other clinical staff.
- Follow up with prospective patients and pending enquiries according to established procedures.
- Monitor daily appointment schedules and coordinate patient flow.
- Inform patients promptly about appointment confirmations, delays, cancellations, and changes.
- Coordinate walk-in patients based on therapist availability and clinic procedures.
- Minimize scheduling errors and avoidable waiting time.

D. Front Desk, Registration & Billing




- Register new patients accurately in the clinic management system.
- Verify patient information and ensure all required forms and documentation are completed.
- Update patient records whenever necessary.
- Generate patient bills accurately and collect applicable payments through approved methods.
- Handle cash, card, UPI, and other authorized payment methods.
- Verify applicable rates, packages, discounts, and payment details before completing transactions.
- Issue receipts and payment confirmations.
- Maintain accurate daily collection records and coordinate reconciliation.
- Track pending payments and report discrepancies to the appropriate team.
- Maintain strict confidentiality of patient information and financial records.

E. Coordination With the Clinical Team
- Coordinate patient appointments and treatment schedules with physiotherapists.
- Inform therapists about new patients, scheduled appointments, and relevant non-clinical requests.
- Communicate patient concerns, preferences, and service requests to the appropriate team member.
- Coordinate schedule changes to ensure smooth patient movement.
- Keep patients informed about delays and coordinate with therapists to minimize unnecessary waiting.
- Escalate clinical questions to qualified healthcare professionals rather than providing independent clinical advice.
- Support the Clinic Manager in maintaining efficient front-office operations.

F. Patient Feedback & Service Recovery
- Listen carefully to patient feedback and concerns.
- Handle routine service-related complaints with patience, empathy, and professionalism.
- Take ownership of resolving issues within the scope of assigned responsibilities.
- Escalate unresolved complaints and sensitive concerns to the Clinic Manager.
- Follow up on reported service issues to ensure appropriate action has been taken.
- Record feedback and recurring concerns according to clinic procedures.
- Identify opportunities to improve patient comfort, communication, and service quality.
- Contribute to building long-term patient trust and positive relationships.

G. Daily Operations & Reporting
- Ensure the reception desk is ready before the clinic opens.
- Maintain accurate patient attendance, registration, and appointment records.
- Complete daily reports related to appointments, enquiries, billing, collections, and follow-ups.
- Ensure reception materials, forms, and stationery are available.
- Coordinate with housekeeping and support staff to maintain a welcoming clinic environment.
- Report operational issues to the Clinic Manager.
- Complete shift handovers and follow opening and closing procedures.
- Follow all clinic SOPs, organizational policies, and confidentiality requirements.

1. Required Qualifications

- Diploma, or Bachelor's degree.
- Previous experience in hospitality, hotel management, customer service, front-office management, or healthcare reception is preferred.
- Candidates with hospitality or customer-facing experience are encouraged to apply.
- Basic computer knowledge is essential.
- Familiarity with MS Office, Google Workspace, and appointment management software is an advantage.

1. Required Skills & Competencies

- Excellent interpersonal and communication skills.
- Good Malayalam and English communication skills.
- Warm, courteous, and service-oriented personality.
- Professional grooming and presentation.
- Strong listening and relationship-building skills.
- Hospitality mindset and attention to detail.




- Good telephone etiquette and written communication.
- Basic computer, billing, and payment-handling skills.
- Strong organizational and multitasking abilities.
- Patience, empathy, emotional maturity, and problem-solving skills.
- Ability to remain calm and professional in busy or challenging situations.
- Ability to take initiative and anticipate patient needs.
- Willingness to learn and follow service standards and operational procedures.

1. Key Performance Expectations

Performance will be evaluated based on the following areas:
- Hospitality & Patient Experience: Consistent delivery of a welcoming, respectful, and professional patient experience.
- Communication Quality: Timely, accurate, and courteous communication with patients and attendants.
- Enquiry Management: Proper handling, follow-up, and conversion of assigned enquiries.
- Appointment Management: Accurate scheduling, timely confirmations, and effective waiting-time coordination.
- Operational Accuracy: Accurate registration, billing, collections, and documentation.
- Patient Feedback: Professional complaint handling and contribution to improved patient satisfaction.
- Follow-up & Reporting: Timely completion of assigned follow-ups and daily reports.
- Professional Standards: Appropriate grooming, punctuality, teamwork, and adherence to clinic SOPs.
- Confidentiality & Compliance: Responsible handling of patient information and financial transactions.

Performance will be reviewed against defined KPIs, service standards, operational accuracy, and applicable organizational policies.
1. Ideal Candidate Profile

The ideal candidate is someone who enjoys interacting with people, takes pride in providing excellent service, and understands the importance of making every patient feel comfortable and respected. We value candidates who are attentive, approachable, well-organized, proactive, and capable of balancing hospitality with administrative responsibilities.

A successful candidate will not simply wait for instructions. They will notice when a patient needs assistance, communicate delays before being asked, follow up when necessary, and take responsibility for creating a positive experience.

At WohlPhysio, the Receptionist is the face of the clinic and an important part of the patient's journey. Every greeting, conversation, and interaction should reflect our commitment to compassionate care and professional service.

1. Benefits & Employee Welfare

- Health Insurance: Health insurance coverage as per company policy.
- Performance Appraisal: Annual performance review and salary revision based on individual performance and organizational policies.
- Variable Pay Incentive (VPI): Performance-linked incentives based on predefined KPIs, eligibility criteria, and the applicable incentive policy.
- Learning & Development: Personal development allowance to support professional learning, skill enhancement, and career growth.
- Leave Benefits: 24 days of annual leave and 12 days of sick leave, in accordance with company policy.
- Parental Leave: Maternity leave in accordance with applicable statutory provisions and up to two weeks of paternity leave, as per company policy.
- Employee Engagement: Quarterly team-bonding allowance to support team outings and employee engagement activities.
- Statutory Benefits: Provident Fund (PF), Employees' State Insurance (ESI), and gratuity, as applicable under prevailing statutory provisions.

1. Work Location & Schedule

- Work Location: In person at the assigned WohlPhysio branch in Kochi.
- Employment Type: Full-time.
- Working Hours: Shift-based according to clinic operating hours and organizational requirements.

The employee is expected to adhere to the assigned shift timings, attendance requirements, and applicable workplace policies. Pay: From ₹192,000.00 per year

Benefits

- Health insurance
- Paid time off

Work Location: In person

📌 Receptionist (Hospitality & Patient Experience) (Kochi)
🏢 Wohl Physio International
📍 Kochi