Customer Care Executive

Location:

Department:

Reports to:

Role Overview

The Customer Care Executive will be the first point of contact for patients at Focus Diagnostics. The role is responsible for handling inquiries, booking appointments, resolving patient concerns, and ensuring an excellent patient experience across all touchpoints.

Key Responsibilities

• Greet patients and visitors warmly, creating a welcoming experience at Focus Diagnostics.
• Handle inbound/outbound calls, WhatsApp, and email queries related to diagnostic tests, packages, pricing, and appointments.
• Schedule, confirm, and follow up on patient appointments.
• Provide accurate information about health checkup packages, test preparations, and reports collection.
• Maintain patient records in the system with accuracy and confidentiality.
• Coordinate with the lab, radiology, and collection teams to ensure smooth patient service.
• Handle billing, payments, and provide receipts/invoices.
• Manage patient feedback and escalate unresolved concerns to higher management.
• Promote preventive health packages, special offers, and membership plans.
• Support the branch in achieving patient satisfaction and business growth targets.

Requirements

• Graduate in any discipline (preferred: healthcare, science, or customer service background).
• 1–3 years of experience in customer service/front office (healthcare/diagnostics/hospital experience preferred).
• Strong communication skills in English, Hindi, and Telugu (or local language).
• Computer proficiency (MS Office, CRM/ERP systems).
• Excellent interpersonal skills, patience, and a service-oriented mindset.

Key Skills

• Patient Handling & Communication
• Appointment Scheduling & Follow-ups
• Problem Solving & Complaint Handling
• Multitasking & Time Management
• Sales Orientation (upselling health packages)
• Empathy & Professionalism

What We Offer

• Competitive salary + incentives on package conversions.
• Training & growth opportunities within Focus Diagnostics.
• Employee health benefits.
• A professional, patient-first work culture.