Receptionist

Job Description – Receptionist / Front Desk & Patient Experience ExecutiveOrganization: Eternell Clinic
Position: Receptionist / Front Desk & Patient Experience Executive
Department: Front Office & Patient Experience
Employment Type: Full-Time
Experience Required: Minimum 2+ Years
Joining: Immediate Joiner Preferred
 Industry: Aesthetics | Beauty | Dermatology | Dental | Laser Services
Location: DubaiAbout Eternell ClinicEternell Clinic is a premium Longevity & Regenerative Clinic with its extended service of aesthetics, beauty, dermatology, dental, laser, wellness, focused on delivering exceptional clinical outcomes along with a superior patient experience.We are looking for a professional, presentable, energetic, and patient-focused Receptionist / Front Desk & Patient Experience Executive who will be the first point of contact for patients visiting or contacting Eternell Clinic.The ideal candidate should have strong communication skills, excellent front-office etiquette, and experience handling patients in an aesthetic, dermatology, dental, beauty, laser, healthcare, or premium hospitality environment.Role OverviewThe Receptionist will be responsible for managing the complete front-desk experience, including:* Welcoming and assisting patients* Managing patient registrations* Appointment scheduling* Handling inbound calls* Making outbound follow-up calls* Coordinating with doctors and clinical teams* Managing patient waiting time* Supporting treatment and service enquiries* Collecting payments and coordinating billing* Maintaining patient records* Ensuring a premium patient experience throughout the clinic journeyThe candidate should be comfortable discussing Eternell Clinic's services across Aesthetics, Beauty, Dermatology, Dental, Skin, Hair, and Laser treatments and guiding interested patients toward appropriate consultations.Key ResponsibilitiesPatient Welcoming & Front Desk Management* Warmly welcome every patient and visitor entering Eternell Clinic.* Create an excellent first impression reflecting the clinic's premium positioning.* Assist patients with registration, appointments, consultations, and general enquiries.* Understand the purpose of the patient's visit and guide them to the appropriate doctor, consultant, therapist, or department.* Manage patient check-in and check-out efficiently.* Ensure the reception and waiting area remain professional, organized, and welcoming.* Monitor patient waiting times and coordinate with doctors and clinical teams to minimize delays.* Provide refreshments and assistance to patients where required.* Pay special attention to VIP, premium, elderly, and first-time patients.* Handle patient concerns and escalate issues appropriately to the clinic manager.Inbound Call Management* Attend incoming calls promptly and professionally.* Handle enquiries related to:  * Aesthetic Treatments  * Dermatology  * Beauty Services  * Skin & Hair Treatments  * Dental & Cosmetic Dentistry  * Laser Hair Reduction  * Anti-Ageing Treatments  * Facial Aesthetics  * Body Treatments  * Other Eternell Clinic services* Understand patient requirements and direct them toward the appropriate consultation or service.* Provide accurate information regarding clinic timings, doctors, appointments, treatment categories, packages, and promotional offers.* Convert qualified enquiries into confirmed appointments wherever possible.* Maintain professional telephone etiquette at all times.Outbound Calling & Patient Follow-Up* Make outbound calls to patients for:  * Appointment confirmations  * Appointment reminders  * Missed appointment follow-ups  * Consultation follow-ups  * Treatment follow-ups  * Package reminders  * Repeat treatment scheduling  * Promotional campaigns  * Existing patient engagement* Follow up with patients who have enquired about services but have not yet booked appointments.* Contact previous patients regarding relevant treatments, follow-up visits, maintenance sessions, or promotional offers.* Support the sales and call centre team in improving appointment conversions and patient retention.Appointment & Calendar Management* Schedule, reschedule, confirm, and cancel appointments accurately.* Coordinate doctors', dentists', dermatologists', aesthetic practitioners', therapists', and laser technicians' schedules.* Optimize appointment slots to maximize clinic utilization.* Ensure appropriate time gaps are maintained based on treatment requirements.* Confirm appointments in advance and reduce patient no-shows.* Maintain waiting lists where required.* Coordinate walk-in patients without disrupting scheduled appointments.Patient Coordination* Coordinate the patient journey from arrival to consultation, treatment, billing, and departure.* Ensure patients are directed smoothly between reception, consultation rooms, treatment rooms, and billing.* Inform doctors and clinical teams when patients arrive.* Communicate delays professionally to patients.* Assist patients in understanding the next steps after consultation.* Coordinate follow-up appointments and treatment schedules.* Ensure patients receive prescriptions, reports, invoices, aftercare information, or other documentation as applicable.Service Awareness & Basic Sales SupportThe Receptionist should develop strong knowledge of Eternell Clinic's services and be able to confidently explain treatment categories at a basic level.The candidate will:* Identify patient requirements and recommend the appropriate consultation.* Explain available packages and promotional offers.* Encourage appointment bookings and follow-up visits.* Support cross-selling and upselling opportunities appropriately.* Inform patients about complementary or related services.* Coordinate interested patients with the relevant sales consultant, doctor, or treatment counselor for detailed conversion.The objective is to support revenue generation while maintaining a professional and patient-first approach.Billing & Payment Coordination* Assist patients during billing and payment processes.* Coordinate with the billing/accounts team when required.* Collect payments through approved payment methods.* Generate or coordinate invoices and receipts.* Verify packages, treatment plans, discounts, and promotional offers before billing.* Maintain accurate cash/card/payment records as per clinic policy.* Escalate billing discrepancies immediately.CRM & Patient Database Management* Maintain accurate patient information in the CRM / clinic management system.* Update:  * Patient contact information  * Appointment history  * Treatment interests  * Follow-up dates  * Consultation status  * Appointment status  * Relevant patient notes* Ensure no important patient enquiry or follow-up is missed.* Maintain confidentiality of patient information at all times.Coordination With Internal TeamsWork closely with:* Doctors* Dermatologists* Dentists* Aesthetic Practitioners* Beauty Therapists* Laser Technicians* Nurses* Patient Counselors* Call Centre Team* Sales Team* Billing Team* Clinic Managerto ensure smooth daily operations and excellent patient service.Required Experience* Minimum 2+ years of experience as a Receptionist, Front Desk Executive, Patient Coordinator, Guest Relations Executive, or similar role.* Previous experience in one or more of the following will be strongly preferred:  * Aesthetic Clinic  * Dermatology Clinic  * Dental Clinic  * Laser Clinic  * Beauty Clinic / Premium Salon  * Skin & Hair Clinic  * Hospital / Healthcare Clinic  * Wellness Centre  * Luxury Hospitality / Premium Customer ServiceRequired Skills* Excellent verbal communication and interpersonal skills.* Strong patient handling and customer-service skills.* Professional telephone etiquette.* Strong front-desk and reception management skills.* Ability to handle inbound and outbound calls.* Good appointment scheduling and coordination skills.* Basic sales and service-conversion ability.* Strong multitasking and organizational skills.* Ability to manage multiple patients and priorities simultaneously.* Comfortable using CRM, clinic management software, WhatsApp, email, and basic computer applications.* Strong attention to detail.* Ability to remain calm and professional during busy clinic hours.* Excellent grooming and professional presentation.Key Performance Indicators (KPIs)Performance may be measured through:* Patient satisfaction* Front-desk service quality* Patient waiting time* Appointment scheduling accuracy* Appointment confirmation rate* Missed-call response rate* No-show reduction* Inbound enquiry handling* Outbound follow-up completion* Enquiry-to-appointment conversion* Repeat appointment bookings* CRM accuracy* Patient retention support* Billing accuracy* Complaint handling* Overall patient experienceWorking ScheduleFull-Time PositionEternell Clinic operates 7 days a week.Candidates must be flexible to work on rotational shifts, weekends, and public holidays, with weekly off / roster scheduling as per clinic policy.JoiningImmediate joining is preferred.Candidates who are available to join immediately or within a short notice period will be given preference.How to ApplyInterested candidates may share their updated CV along with:* Total work experience* Relevant front desk / receptionist experience* Experience in Aesthetics / Beauty / Dermatology / Dental / Laser / Healthcare* Current salary* Expected salary* Current location* Notice period / availability to joinImmediate Joiners Preferred | Minimum 2+ Years Experience | Full-Time PositionSubmit resumes to : hr@eternell.org