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Job Description – Clinic Receptionist

Position Title : Clinic Receptionist / Front Desk Executive

Department : Front Office and Patient Experience

Reports To : Clinic Manager / Operations Manager

Employment Type : Full-Time

Position Summary

We are seeking a professional, well-presented, proactive, and highly communicative Clinic Receptionist to manage the front desk and deliver an exceptional patient experience.

The Clinic Receptionist will be the first and last point of contact for patients and will play a critical role in shaping the clinic’s reputation, patient satisfaction, appointment conversion, retention, and online presence.

A major priority of this position is to consistently obtain genuine patient feedback and positive Google and social media reviews from satisfied patients. The successful candidate must be comfortable engaging patients, identifying the right time to request feedback, explaining how to leave a review, and following up professionally when required.

The receptionist must demonstrate excellent communication skills, confidence, emotional intelligence, attention to detail, and the ability to maintain a calm, premium, and welcoming environment at all times.

Key Responsibilities1. Front Desk and Patient Reception

• Welcome every patient warmly, professionally, and respectfully upon arrival.
• Maintain a consistently friendly, calm, and premium front-desk environment.
• Confirm patient identity, appointment details, contact information, and required documentation.
• Register new patients accurately in the clinic management or CRM system.
• Ensure patient records are complete, updated, and handled confidentially.
• Inform the relevant doctor, nurse, therapist, or department immediately when the patient arrives.
• Monitor patient waiting times and keep patients informed regarding any delays.
• Offer appropriate assistance to elderly patients, patients with special needs, and patients requiring additional support.
• Ensure that patients are never left unattended or uncertain about the next step in their clinic journey.
• Maintain a neat, organised, clean, and professional reception area throughout the day.

2. Patient Communication

• Communicate professionally through face-to-face interaction, telephone calls, WhatsApp, email, and other approved clinic communication channels.
• Answer incoming calls promptly and introduce the clinic and oneself professionally.
• Understand the patient’s enquiry before providing information or transferring the call.
• Explain clinic services, doctor availability, appointment timings, offers, packages, and general pricing clearly and accurately.
• Avoid providing medical advice unless instructed and authorised by the treating doctor.
• Escalate clinical questions to the appropriate doctor, nurse, or therapist.
• Maintain a polite, patient, and reassuring tone, particularly when dealing with anxious, upset, or demanding patients.
• Communicate fluently and professionally in English. Arabic communication ability is strongly preferred.
• Use only approved clinic scripts, pricing information, promotional details, and communication templates.
• Ensure no patient message, missed call, WhatsApp enquiry, or callback request remains unattended.

3. Appointment Booking and Conversion

• Convert patient enquiries into confirmed appointments through confident, ethical, and professional communication.
• Understand the patient’s main concern and direct them to the appropriate doctor, treatment, consultation, or department.
• Offer suitable appointment options and encourage patients to book without applying inappropriate pressure.
• Accurately record the source of every enquiry, including Google, Instagram, Facebook, referral, walk-in, WhatsApp, or other marketing channels.
• Confirm appointments according to clinic protocol.
• Send appointment reminders and pre-appointment instructions when required.
• Contact patients who have not confirmed their appointments.
• Follow up with patients who missed or cancelled appointments and attempt to reschedule them.
• Maintain an updated appointment calendar and avoid double bookings, scheduling errors, and unnecessary gaps.
• Coordinate with doctors, nurses, therapists, patient coordinators, and management regarding scheduling changes.
• Prioritise urgent matters appropriately while remaining within the receptionist’s non-clinical role.
• Inform patients immediately if there is any unavoidable delay or appointment change.

4. Google Reviews and Online Reputation Management

Obtaining genuine patient feedback and positive online reviews is a primary responsibility of this role.

The receptionist will be expected to:

• Request Google reviews from satisfied patients in a polite, natural, and professional manner.
• Make review requests part of the standard patient checkout process.
• Identify appropriate patients for review requests based on their satisfaction and overall clinic experience.
• Ask patients for feedback before they leave the clinic.
• Provide patients with the approved Google review link or QR code.
• Assist patients with locating the clinic’s Google review page when requested.
• Encourage patients to describe their genuine experience with the clinic, doctor, treatment, staff, or service.
• Never pressure, force, mislead, or offer unauthorised incentives to patients in exchange for reviews.
• Never write or submit a review on behalf of a patient.
• Never use a patient’s phone without their permission.
• Avoid asking clearly dissatisfied patients for a review before their complaint has been addressed.
• Immediately report negative feedback or dissatisfaction to the Clinic Manager.
• Follow up with satisfied patients who agreed to leave a review but may not have completed it.
• Record review requests and completed reviews in the approved review-tracking system.
• Monitor daily, weekly, and monthly review performance.
• Respond to review-related instructions from management promptly.
• Protect patient confidentiality and avoid mentioning private medical information in any public communication.

Review Generation Expectations

The receptionist will be responsible for achieving the review targets established by management, which may include:

• Number of genuine Google reviews generated per day.
• Number of genuine Google reviews generated per week.
• Percentage of satisfied patients approached for feedback.
• Review conversion rate.
• Overall clinic rating.
• Quality and relevance of patient feedback.
• Timely escalation of negative feedback.

Review targets must be achieved ethically and in accordance with clinic policy and platform guidelines.

5. Patient Experience and Satisfaction

• Take ownership of the patient’s experience from arrival until departure.
• Ensure every patient receives clear guidance regarding registration, consultation, payment, treatment location, and follow-up.
• Observe patient behaviour and identify signs of confusion, dissatisfaction, anxiety, or discomfort.
• Ask patients whether they were satisfied with their visit before they leave.
• Escalate complaints immediately instead of allowing them to remain unresolved.
• Coordinate with the appropriate team member to resolve service concerns.
• Document complaints, feedback, and service recovery actions.
• Follow up with patients after complaint resolution when instructed.
• Help create a welcoming, respectful, discreet, and premium environment.
• Address all patients equally and avoid preferential or discriminatory treatment.
• Maintain professionalism even when patients are late, demanding, impatient, or emotionally distressed.
• Never argue with a patient at the reception desk.
• Refer unresolved issues to the Clinic Manager or authorised senior team member.

6. Patient Checkout and Payment Coordination

• Confirm that all services and products have been accurately recorded before checkout.
• Coordinate with the billing or accounts team regarding invoices, receipts, packages, discounts, and payment status.
• Collect payments only within the authority provided by management.
• Issue receipts and invoices according to clinic procedures.
• Verify package balances and upcoming appointments.
• Schedule the patient’s next session or follow-up appointment before departure whenever applicable.
• Explain package validity, appointment policies, and cancellation requirements accurately.
• Ensure discounts are not offered without management approval.
• Maintain complete confidentiality regarding patient payments and financial information.
• Report payment discrepancies immediately.

7. Follow-Up and Patient Retention

• Conduct approved follow-up communication with patients after consultations and treatments.
• Check whether the patient requires assistance with future appointments.
• Remind patients regarding follow-up consultations, maintenance sessions, package balances, and recommended future visits.
• Contact inactive patients using approved reactivation scripts.
• Support patient retention by maintaining professional relationships without becoming overly familiar.
• Inform patients about relevant clinic services and promotions based on approved management instructions.
• Avoid sending excessive or unauthorised promotional messages.
• Update patient communication outcomes accurately in the CRM system.
• Coordinate with patient coordinators regarding high-value enquiries and treatment plans.

8. CRM and Data Management

• Enter patient details accurately into the clinic management or CRM system.
• Update enquiry status, appointment status, call outcome, patient feedback, review request, and follow-up date.
• Avoid creating duplicate patient profiles.
• Maintain accurate daily records of calls, bookings, cancellations, no-shows, reviews, and patient feedback.
• Protect passwords and system access.
• Never share patient information with unauthorised persons.
• Never use personal mobile numbers or personal social media accounts to communicate with patients unless specifically authorised.
• Ensure patient data is not copied, photographed, downloaded, or removed from the clinic without written authorisation.
• Submit daily, weekly, and monthly front-desk reports as required.

9. Coordination with Clinical and Administrative Teams

• Maintain clear communication with doctors, nurses, therapists, dentists, patient coordinators, and management.
• Inform clinical staff promptly regarding patient arrival, delays, cancellations, and special requests.
• Confirm room and staff availability before making schedule changes.
• Attend daily briefings and staff meetings when required.
• Communicate operational problems to management without delay.
• Support smooth patient flow between reception, consultation rooms, treatment rooms, dental rooms, and payment areas.
• Provide proper handover to the next shift or responsible staff member.
• Avoid blaming colleagues in front of patients.
• Resolve internal misunderstandings privately and professionally.

Key Performance Indicators

The Clinic Receptionist’s performance will be evaluated using measurable indicators, including:

Patient Reviews and Reputation

• Achievement of monthly genuine Google review targets.
• Percentage of satisfied patients approached for reviews.
• Review conversion rate.
• Maintenance or improvement of the clinic’s Google rating.
• Accuracy of review tracking.
• Timely escalation of negative feedback.

Appointment Performance

• Number of enquiries converted into booked appointments.
• Booking conversion percentage.
• Appointment confirmation rate.
• Reduction in no-shows.
• Number of missed appointments successfully rescheduled.
• Accuracy of appointment scheduling.
• Speed of response to calls and WhatsApp enquiries.

Patient Experience

• Patient satisfaction feedback.
• Number of complaints related to reception conduct.
• Waiting-time communication.
• Professionalism and courtesy.
• Complaint escalation and resolution support.
• Patient retention and rebooking rate.

Administrative Accuracy

• Accuracy of patient registration.
• Accuracy of CRM updates.
• Accuracy of payment and appointment records.
• Completion of daily reports.
• Compliance with patient confidentiality requirements.
• Quality of shift handovers.

Professional Conduct

• Punctuality and attendance.
• Grooming and uniform compliance.
• Communication with colleagues.
• Ability to follow clinic policies and instructions.
• Participation in training and performance improvement.
• Ability to remain composed during busy or difficult situations.

Required Qualifications

• High school diploma or equivalent is required.
• Diploma or bachelor’s degree in administration, hospitality, customer service, healthcare management, or a related field is preferred.
• Previous experience as a receptionist, front desk executive, patient coordinator, customer service representative, or clinic administrator is preferred.
• Experience in an aesthetic clinic, dermatology clinic, dental clinic, wellness centre, hospital, or premium service environment is highly desirable.
• Previous UAE experience is preferred.
• Good spoken and written English is required.
• Arabic language ability is highly preferred.
• Strong telephone, WhatsApp, and face-to-face communication skills.
• Basic computer literacy and the ability to use CRM, appointment, billing, email, and Microsoft Office systems.
• Ability to work flexible clinic timings, including evenings, weekends, and public holidays when scheduled.

Required Skills and Competencies

The successful candidate must demonstrate:

• Excellent verbal communication.
• Professional telephone etiquette.
• Confidence in asking patients for reviews and feedback.
• Strong customer service orientation.
• Appointment conversion ability.
• Active listening.
• Emotional intelligence.
• Patience and conflict-management ability.
• Attention to detail.
• Strong organisation and time management.
• Ability to multitask in a busy clinical environment.
• Professional grooming and presentation.
• Ability to protect patient confidentiality.
• Ability to work under pressure.
• Reliability and accountability.
• Teamwork and respectful communication.
• A proactive and solution-focused attitude.
• Willingness to accept feedback and improve performance.

Personal Attributes

The ideal candidate should be:

• Warm and welcoming.
• Professional and well-spoken.
• Presentable and well-groomed.
• Confident without being aggressive.
• Friendly without becoming overly familiar.
• Calm under pressure.
• Honest and responsible.
• Energetic and proactive.
• Patient-focused.
• Target-oriented.
• Comfortable requesting reviews.
• Able to handle rejection professionally.
• Respectful towards patients and colleagues.
• Committed to delivering a premium patient experience.

Professional Appearance and Conduct

The receptionist must:

• Wear the approved clinic uniform and identification badge.
• Maintain excellent personal hygiene and grooming.
• Keep the reception desk organised and free from personal items.
• Avoid eating, applying makeup, or using personal mobile phones at the front desk.
• Avoid discussing patients, colleagues, salaries, internal issues, or clinic matters in public areas.
• Avoid personal conversations while patients are waiting.
• Maintain professional body language and facial expressions.
• Stand and greet patients appropriately.
• Avoid sitting inattentively while patients are waiting for assistance.
• Maintain discretion when discussing treatments, payments, or patient concerns.

Confidentiality and Compliance

The receptionist must maintain strict confidentiality regarding:

• Patient identity and contact details.
• Medical and treatment information.
• Photographs and treatment records.
• Payment information.
• Staff and management information.
• Clinic pricing, internal reports, business information, and operating procedures.

Any unauthorised sharing, copying, photographing, downloading, or removal of confidential information may result in disciplinary action.

The employee must comply with all clinic policies, UAE healthcare requirements applicable to the role, patient privacy standards, and management instructions.

A successful Clinic Receptionist will:

• Make every patient feel welcomed, respected, and valued.
• Communicate confidently and professionally.
• Convert enquiries into appointments.
• Maintain an accurate and organised appointment schedule.
• Reduce missed calls, missed messages, and unattended enquiries.
• Increase patient rebooking and retention.
• Consistently generate genuine positive Google reviews.
• Identify dissatisfaction before it becomes a public complaint.
• Maintain excellent patient confidentiality.
• Support a harmonious and accountable clinic culture.
• Contribute directly to the clinic’s reputation, growth, and revenue.

Employment Condition

The responsibilities and performance targets of this position may be reviewed and updated by management based on clinic requirements, patient volume, service expansion, marketing campaigns, and operational needs.

The employee will be expected to complete all required induction, communication, CRM, patient experience, review-generation, confidentiality, and clinic-policy training.

Job Type: Full-time

Pay: AED3,500.00 - AED5,000.00 per month

Work Location: In person