Role Overview: The Front Office Manager cum Receptionist will be responsible for managing the complete patient journey, from the first enquiry or appointment to billing, treatment completion and post-treatment follow-up.

The candidate will be both the first and last point of contact for patients, ensuring that every patient receives a warm welcome, professional service, minimum waiting time and a positive overall experience.

The position also involves administrative coordination, patient records, appointment scheduling, billing, patient follow-ups, dispensary management, sales support and assisting the clinical team wherever appropriate.

- Key Responsibilities

1. Front Desk Management & Patient Experience

- Welcome patients warmly and professionally upon arrival.
- Serve as the first point of contact for walk-in patients, telephone enquiries, WhatsApp messages and online enquiries.
- Ensure patients are attended to promptly and made comfortable throughout their visit.
- Manage waiting patients proactively, keeping them informed about expected waiting times.
- Coordinate with doctors, associate doctors, nurses and therapists to minimise waiting time and ensure smooth patient flow.
- Handle patient complaints, concerns and special requests courteously and effectively.
- Ensure patients leave the clinic with a positive impression and clarity regarding their treatment, payment and next appointment.

2. Patient Registration & Record Management

- Collect and accurately record patient details, contact information, medical history forms and other required documentation.
- Register new patients and update existing patient information in the clinic management system.
- Maintain accurate and confidential electronic and physical patient records.
- Ensure all consultations, procedures and treatments undertaken by patients are correctly entered into the system.
- Maintain records of treatment packages, completed sessions and pending sessions.
- Obtain required patient consent and coordinate clinical documentation with the medical team.

3. Appointment Scheduling & Coordination

- Schedule, confirm, reschedule and manage appointments for consultations and procedures.




- Coordinate appointments with dermatologists, plastic surgeons, associate doctors and therapists.
- Optimise appointment schedules to minimise patient waiting time and avoid unnecessary gaps.
- Send appointment confirmations and reminders through calls and WhatsApp.
- Follow up with patients who miss or cancel appointments.
- Ensure patients requiring multiple treatment sessions are scheduled appropriately.

4. Billing, Payments & Dispensary Management:

- Prepare patient bills and invoices accurately using the clinic billing system.
- Collect payments through cash, UPI, cards or other approved modes.
- Maintain daily billing and payment records and reconcile collections.
- Keep track of advance payments, treatment packages and outstanding balances.
- Manage the clinic dispensary, including stock records, expiry dates and inventory replenishment.
- Coordinate dispensing of medicines and skincare products strictly against authorised prescriptions or instructions from the treating doctor, within applicable legal requirements.
- Maintain records of products sold and dispensed.

5. Patient Follow-up, Retention & Sales Support:

- Make follow-up calls to patients after consultations and treatments.
- Contact patients for repeat appointments, pending treatment sessions and package renewals.
- Follow up with prospective patients who have enquired but not booked appointments.
- Coordinate with the associate doctor to convert genuine patient enquiries into consultations and treatment bookings.
- Explain clinic services, available packages and approved offers accurately.
- Maintain records of enquiries, follow-ups, appointment conversions and repeat visits.
- Support patient retention and clinic revenue targets through qualified, ethical and proactive communication.

6. Patient Photography,



Feedback & Reviews:

- Coordinate and take standardised before-and-after treatment photographs as per clinic protocols and with appropriate patient consent.
- Maintain photographs securely in the designated patient records.
- Request genuine patient feedback and Google reviews after consultations or treatments, without pressure or incentives.
- Record patient feedback and communicate concerns to the management.
- Assist in improving patient satisfaction and the clinic's online reputation.
- Ensure no patient photographs, testimonials or personal information are used publicly without specific authorisation and consent.

7. Clinical Coordination & Treatment Assistance:

- Coordinate with doctors, associate doctors, nurses and therapists regarding patient readiness and treatment schedules.
- Ensure treatment rooms are ready and patients are directed to the appropriate clinical staff.
- Assist with non-clinical treatment preparation, patient positioning and other support activities as instructed.
- Assist the clinical team during treatments only within the candidate's training, competence and legally permitted scope.
- Help maintain cleanliness, organisation and availability of required consumables in treatment areas.

8. Clinic Administration & Reporting:

- Oversee the smooth day-to-day functioning of the front office and patient coordination activities.
- Maintain accurate daily records of consultations, procedures and treatments performed.
- Prepare a weekly management summary covering:
- Number of new and repeat patients.
- Consultations conducted.
- Procedures and treatments performed.
- Appointments booked, completed, cancelled and missed.
- Follow-up calls and pending appointments.
- Treatment packages sold and sessions pending.
- Revenue collected and outstanding payments.
- Patient feedback, complaints and operational issues.

9.Coordinate with vendors, housekeeping and other support staff when required.

10.Monitor basic administrative supplies and dispensary stock.

11.Perform other reasonable administrative, patient-support and operational duties assigned by management.

📌 Receptionist / Front Office Executive (Gurugram)
🏢 aesthetics redefined by Cocoona
📍 Gurugram