Front Office Executive

Patient Care Counsellor

Job Description

We are looking for a Patient Care Counsellor who will be responsible for providing end-to-end support and guidance to patients throughout their treatment journey — from the initial enquiry and Doctor consultation to treatment completion and follow-up.

The role involves handling patient enquiries, counselling patients on suitable treatment options, coordinating appointments and treatments, conducting structured follow-up calls, maintaining patient records and software updates, and supporting smooth day-to-day centre operations.

Key Responsibilities

1. Patient Enquiry Handling

- Handle patient enquiries through telephone calls, walk-ins, WhatsApp and other communication channels.

- Understand patient requirements and provide accurate information regarding consultations, treatments, therapies and packages.

- Convert enquiries into consultations and treatment appointments through effective communication and counselling.

2. Patient Counselling

- Understand the patient’s concerns and explain the treatment recommendations, procedures, duration and packages as advised by the Doctor.

- Counsel patients and attendants regarding treatment processes, therapy schedules and follow-up requirements.

- Build trust with patients and ensure a professional, empathetic and positive patient experience.

3. Follow-Up Calls

- Make timely telephonic follow-up calls after patient enquiries and Doctor consultations.

- Conduct MCH slot reminder calls, Medicine Lock calls, Camp calls and Single Sitting calls as per the centre schedule.

- Track pending follow-ups, maintain proper records and ensure that all assigned calls are completed within the required timeline.

4. End-to-End Software Management

- Update all patient enquiries, appointments, consultations, treatments and follow-ups accurately in the software.

- Maintain complete and updated patient information and ensure timely entries for every stage of the patient journey.

- Use the software effectively for tracking enquiries, follow-ups, conversions, appointments and daily activities.

5. Records & Documentation

- Maintain accurate records of patient enquiries, consultations, treatment details, follow-ups and conversions.

- Ensure all required registers, reports and patient-related documents are updated regularly.

- Maintain confidentiality and accuracy of patient information at all times.

6. Centre Coordination & Management

- Coordinate with Doctors, Therapists, Front Office and Centre Heads to ensure smooth patient flow and service delivery.

- Monitor daily appointments, consultations, treatments, follow-ups and pending patient activities.

- Support the centre in maintaining patient satisfaction, service quality, treatment adherence and centre performance.

Candidate Profile

- Good communication and interpersonal skills.

- Strong counselling and convincing abilities.

- Patient-friendly, empathetic and professional approach.

- Good follow-up and coordination skills.

- Basic computer knowledge and ability to work with CRM/software systems.

- Ability to manage multiple patient interactions and follow-ups efficiently.

- Prior experience in healthcare, Ayurveda, wellness, hospital, clinic, customer care or counselling will be an advantage.