Customer Care Executive

Job Purpose

The Customer Care Executive will be responsible for providing assistance and support to patients and their attendants throughout their hospital visit. The role involves managing patient queries, guiding patients through hospital services, coordinating with various departments, handling feedback and complaints, and ensuring a positive patient experience.

Roles & Responsibilities

A. Patient Assistance & Guidance

• Welcome patients and attendants and provide necessary assistance.
• Guide patients regarding OPD consultations, doctor availability, appointments, and hospital facilities.
• Assist patients with registration and direct them to the respective departments.
• Explain hospital processes, admission procedures, and discharge formalities.
• Provide information about diagnostic services, pharmacy, billing, and other facilities.

B. Query Management

• Attend to patient and attendant queries in person and over the telephone.
• Provide accurate information regarding hospital services, timings, facilities, and procedures.
• Coordinate with concerned departments to resolve patient queries.
• Ensure timely response to patient requests and concerns.
• Escalate unresolved issues to the concerned supervisor.

C. Complaint & Grievance Handling

• Receive and register patient complaints and feedback.
• Handle patient concerns professionally and empathetically.
• Coordinate with relevant departments for timely resolution of complaints.
• Maintain a complaint register and track closure status.
• Follow up with patients to ensure satisfactory resolution.

D. Department Coordination

• Coordinate with OPD, IPD, Nursing, Billing, Pharmacy, Laboratory, Radiology, and Insurance departments.
• Assist patients in navigating different hospital departments.
• Coordinate appointments and patient movement wherever required.
• Ensure smooth communication between patients and hospital staff.

E. Patient Experience & Feedback

• Collect patient feedback regarding hospital services.
• Conduct patient satisfaction surveys.
• Identify recurring patient concerns and report them to management.
• Support initiatives to improve patient experience and service quality.
• Maintain confidentiality of patient information.

F. Front Desk & Administrative Support

• Assist with patient registration and appointment scheduling.
• Maintain patient enquiry and visitor records.
• Handle incoming calls and transfer them to the appropriate departments.
• Maintain daily reports of patient enquiries, complaints, and feedback.

Skills & Competencies

• Excellent verbal communication and interpersonal skills.
• Good listening and problem-solving abilities.
• Patient-friendly attitude and empathetic approach.
• Ability to handle difficult situations calmly.
• Basic computer knowledge and MS Office proficiency.
• Knowledge of hospital operations and medical terminology is an advantage.
• Ability to coordinate with multiple departments.
• Fluency in English, Hindi, and Telugu is preferred.

Educational Qualification

• Any Graduate.
• Degree or Diploma in Hospital Administration / Healthcare Management is an added advantage.
• 0–2 years of experience in customer service, front office, or hospital operations.

Pay: ₹18,000.00 - ₹20,000.00 per month

Work Location: In person