Job Description

Role Summary:
Serve as the first point of contact for patients, athletes, parents, coaches, and referring doctors through phone, WhatsApp, email, website, and in?clinic interactions.
Support end?to?end patient journey: enquiry, appointment booking, pre?visit guidance, follow?up, feedback, and basic billing/insurance coordination for the sports medicine and metabolic fitness services.
Key Responsibilities:
Handle inbound and outbound calls/messages for appointment booking, rescheduling, and basic query resolution for sports injury, rehab, S&C, diagnostics, and metabolic programs.
Greet and register patients at the front desk, manage check?in/check?out, and ensure accurate collection of demographics, medical history forms, and consent.
Coordinate doctor, physiotherapy, strength & conditioning, nutrition, and investigation schedules to minimise wait times and avoid overlaps.
Provide clear information on services, packages, pricing, clinic policies, and preparation instructions (e.g., clothing for assessment, fasting for tests) without giving medical advice.
Manage patient records in the EMR/CRM (e.g., Zoho CRM/Bookings), ensuring all interactions, appointments, payments, and follow?ups are correctly documented.
Support billing by generating estimates, explaining bills at a non?clinical level, guiding patients on payment modes, and coordinating with finance for issues.
Capture feedback, handle complaints with empathy, and escalate clinical/operational issues promptly to the clinic manager or treating consultant.
Maintain confidentiality of health information and follow clinic protocols related to data protection and consent.
Requirements
Criteria:

• Graduate in any discipline; additional certification in hospital administration, customer service, or healthcare management is preferred.

• 1-3 years of experience in healthcare front office, call centre, or customer support (sports medicine/physiotherapy/orthopaedics/fitness centre experience is an advantage)

• Strong verbal and written communication (English + Kannada), with high empathy and patient?handling skills, especially with athletes under stress or pain

• Comfortable using clinic software, EMR, CRM, and communication tools (calls, WhatsApp Web, email, basic Excel/Google Sheets).

• Ability to multitask in a high?volume, time?sensitive environment, stay calm under pressure, and work in shifts, including weekends if required.

• Should stay within 5 to 7 km from the clinic to enable travel within 30 minutes

• Looks fit, dresses well and has self-confidence

Benefits

• Competitive and best in the industry for the right candidate with the right attitude,

communication skills, and client-handling experience.

• Performance-based incentives available for lead conversions and client satisfaction

metrics.

Skills Required