A4 Hospitals & Fertility Centre Pvt. Ltd.,

Job Description Customer Care Executive (Fertility Hospital) Position : Customer Care Executive Department : Front Office / Patient Services Reporting to : Customer Care Manager / Hospital Administrator Job Purpose To provide empathetic, professional, and efficient customer service to patients and their families, ensuring smooth coordination of appointments, patient queries, and front-office operations in a fertility hospital setting. Key Responsibilities Patient Interaction & Assistance Greet and welcome patients and visitors with warmth and empathy. Handle patient inquiries in person, over the phone, and via email. Provide information regarding treatments, services, doctors’ schedules, and hospital facilities. Appointment & Scheduling Manage patient appointments, follow-ups, and cancellations using hospital software. Coordinate with doctors, nurses, and embryology staff to ensure smooth scheduling. Remind patients of upcoming appointments and procedures. Patient Records & Documentation Maintain accurate patient details in hospital management systems. Assist in registration, consent forms, billing coordination, and insurance documentation. Customer Service & Communication Address patient concerns and escalate issues to higher management when required. Maintain patient confidentiality at all times (HIPAA/medical data privacy compliance). Provide emotional support and guidance to patients undergoing fertility treatments. Operational Support Coordinate with different departments (OPD, IVF Lab, Nursing, Pharmacy, Billing). Support doctors and nurses in ensuring patient comfort and smooth patient flow. Monitor and maintain cleanliness and readiness of waiting areas. Key Skills & Competencies Excellent communication skills (English and local language). Empathy, patience, and ability to handle sensitive conversations. Good organizational and multitasking abilities. Computer proficiency (MS Office, Hospital Information Systems). Strong interpersonal skills and customer service mindset. Qualifications & Experience Bachelor’s degree in any discipline (Healthcare, Management, or Life Sciences preferred). Minimum 1–3 years of experience in healthcare/hospital front office or customer care. Prior experience in fertility/IVF hospitals is an added advantage. Work Conditions Location: Hospital Front Office / Reception. Rotational shifts including weekends/holidays, as per hospital policy. Dress Code: Uniform as per hospital standards.