## Role Overview
The Patient Coordinator / Front Desk Support Executive will support daily front-desk operations, appointment confirmations, patient calls, WhatsApp follow-ups, patient records, feedback collection and routine reporting.
This is a patient-facing support role. The candidate should be polite, organized, punctual and comfortable handling calls, walk-ins and WhatsApp communication.
## Key Responsibilities
### Patient Registration and Records Support
- Help capture basic patient details accurately.
- Support consent form completion where required by clinic process.
- Maintain patient communication notes and follow-up records.
- Ensure patient information is recorded properly and confidentially.
- Support clean and consistent daily records for management review.
### Appointment Coordination
- Maintain appointment requests and daily appointment lists.
- Call or message patients for appointment confirmation.
- Send reminders through WhatsApp or phone calls.
- Track reschedules, cancellations and no-shows.
- Coordinate with front desk, doctors and technicians for appointment timing.
- Flag scheduling confusion, delays or repeated appointment issues.
### Patient Communication
- Handle patient calls and WhatsApp messages politely.
- Respond to basic appointment, timing and follow-up queries.
- Escalate medical or treatment-related questions to doctors or authorized clinic staff.
- Maintain proper call and message records.
- Help patients feel guided, informed and comfortable.
### Feedback and Follow-Up
- Collect patient feedback after consultation or treatment.
- Record patient complaints, concerns or compliments.
- Help track follow-up appointments.
- Support post-treatment communication as per clinic-approved instructions.
- Escalate negative feedback or service issues to the Clinic Operations & Patient Success Manager.
### Daily Reporting
- Maintain daily records of calls, confirmations, visits and follow-ups.
- Support preparation of daily appointment and follow-up reports.
- Flag missing information or repeated workflow issues.
- Maintain confidentiality of patient information.
## Required Qualifications
- Graduate or diploma holder in any field.
- 1–3 years of experience in front desk, reception, patient coordination, customer support, telecalling, healthcare support, salon/spa coordination, hospitality, dental clinic, dermatology clinic or wellness centre operations.
- Good spoken Hindi and Punjabi required.
- Basic English communication preferred.
- Comfortable using smartphones, WhatsApp, Excel, Google Sheets and basic computer/mobile tools.
## Required Skills
- Calling and WhatsApp follow-up
- Appointment coordination
- Patient handling
- Front-desk etiquette
- Data-entry accuracy
- Record maintenance
- Escalation discipline
- Daily reporting
- Confidential handling of patient information
## Preferred Skills
- Prior experience in a clinic, hospital, diagnostic centre, dental clinic, dermatology clinic, salon, spa or wellness centre.
- Experience using CRM, appointment software or patient-record systems.
- Familiarity with beauty, skin, hair or wellness services.
- Ability to handle walk-in patients and phone inquiries together.
## Personality Fit
The candidate should be polite, calm, punctual, presentable and disciplined. The role requires someone who can speak respectfully to patients, manage routine follow-ups and maintain accurate records without constant supervision.
## Success Metrics
- Accurate patient and appointment records.
- Timely confirmation and reminder calls/messages.
- Reduced missed follow-ups.
- Proper feedback collection.
- Positive patient communication experience.
- Clean daily reporting.
- Smooth coordination with the manager and clinic staff.
Pay: ₹15,000.00 - ₹20,000.00 per month
Work Location: In person
