Walk-in || Zen Executive

Job Purpose

The Zen Executive will be responsible for creating a warm, seamless, personalized, and premium experience for elite patients and their attendants visiting Apollo One. The role will serve as the primary point of contact for patients from arrival through their visit, ensuring exceptional hospitality, privacy, comfort, and coordination across various hospital services.

Key Responsibilities

• Welcome and receive elite/VIP patients and their attendants with warmth, courtesy, and professionalism.
• Provide personalized assistance throughout the patient's visit and ensure a seamless experience.
• Understand patient requirements and proactively address their needs or coordinate with relevant teams.
• Coordinate appointments, consultations, diagnostics, admissions, billing, pharmacy, and other services as required.
• Escort or facilitate patients to consultation rooms, diagnostic areas, lounges, and other relevant locations.
• Maintain close coordination with doctors' secretaries, nursing teams, front office, billing, diagnostics, and other support departments.
• Ensure minimal waiting time and proactively communicate any changes or delays to patients.
• Handle patient requests, concerns, and service issues promptly and discreetly, escalating them when required.
• Maintain strict confidentiality regarding patient information and interactions.
• Ensure the patient lounge and designated VIP areas maintain a premium, calm, and welcoming environment.
• Anticipate patient needs and provide personalized hospitality in line with Apollo One's service standards.
• Assist international or outstation patients with navigation and coordination, wherever required.
• Follow established protocols for VIP/elite patient handling, privacy, safety, and service recovery.
• Maintain accurate records and provide appropriate follow-up to ensure continuity of service.
• Collect patient feedback and communicate relevant observations to the management team.
• Support special requests and high-profile patient visits in coordination with the concerned departments.

Desired Candidate Profile

• Graduate in Healthcare Administration
• 25 years of experience in premium healthcar,\ or high-end customer service.
• Experience in handling VIP/HNI clients or premium patients will be an advantage.
• Excellent verbal and written communication skills.
• Pleasant personality with strong interpersonal and relationship-management skills.
• High level of discretion, confidentiality, and emotional maturity.
• Strong attention to detail and ability to anticipate customer needs.
• Good coordination and problem-solving abilities.
• Comfortable working in a fast-paced, service-oriented healthcare environment.
• Proficiency in English; knowledge of additional languages would be an advantage.