Patient Relationship Executive (Aesthetic Clinic)

Responsibilities

• Patient Reactivation & Retention
• Proactively reach out to existing patients via WhatsApp/SMS to re-engage and book appointments
• Segment patient database (e.g. dormant, recent, VIP) and tailor communication accordingly
• Follow up consistently with patients who have not returned for maintenance or review
• Build long-term relationships to improve repeat visit rates
• Lead Management & Conversion
• Respond promptly to all new enquiries (WhatsApp, social media, website leads)
• Engage and nurture leads to convert them into booked consultations
• Follow up with undecided leads and reduce drop-off rates
• Ensure high response speed and professional communication at all times
• Appointment Coordination
• Schedule and confirm patient appointments efficiently
• Send reminders and reduce no-show rates
• Coordinate with clinic team to ensure smooth patient flow
• Reviews & Referrals
• Encourage satisfied patients to leave reviews (Google, social platforms)
• Follow up on testimonials and before/after documentation
• Support referral initiatives and patient loyalty efforts
• Database & CRM Management
• Maintain accurate and updated patient records
• Track patient preferences, treatment history, and follow-up timelines
• Identify opportunities for targeted outreach campaigns
• Performance Tracking
• Track and report weekly KPIs:
• Number of patients contacted
• Response rates
• Appointments booked
• Show-up rates
• Conversion rates
• Contribute ideas to improve outreach effectiveness and patient experience

Requirements

• Minimum 1-2 years experience in sales, customer relationship management, or similar client-facing role
• Strong communication skills (especially written communication via WhatsApp)
• Comfortable engaging patients and guiding conversations towards bookings
• Highly organised, detail-oriented, and proactive
• Ability to manage multiple conversations and follow-ups simultaneously
• Experience in aesthetics, beauty, healthcare, or luxury service industry is a plus
• Key Traits We Are Looking For
• Sales-driven but not pushy
• Warm, personable, and professional
• Consistent and disciplined in follow-ups
• Strong sense of ownership and accountability
• Able to think from the patient's perspective
• KPIs / Success Metrics
• Appointment bookings generated (new + reactivated patients)
• Lead response time
• Conversion rate from enquiry to consultation
• Patient retention / repeat visit rate
• Contribution to clinic revenue
• Compensation Structure
• Base salary + performance-based incentives
• Commission tied to bookings and completed treatments
• Performance bonuses for achieving monthly targets
• Why Join Us
• Be part of an established aesthetic clinic with strong focus on patient experience and results
• Opportunity to directly impact revenue and growth
• Performance-driven environment with clear career progression

Additional Information

We are looking for a proactive and commercially-driven Patient Relationship Executive to own and manage our patient pipeline. This role is responsible for converting new enquiries, reactivating existing patients, and driving patient retention through consistent and personalised communication. This is a revenue-generating role, not an administrative position. The ideal candidate is highly organised, communicates well, and is confident engaging with patients to guide them towards appropriate treatments.

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