Customer Care Executive

Position Overview:

The Customer Care Executive will be the primary point of contact for patients, doctors, corporate clients, and collection centres. The role involves handling inquiries, booking tests, providing report-related support, and ensuring a smooth customer experience in line with healthcare service standards.

Key Responsibilities:

1. Patient & Client Interaction

· Answer calls, emails, and messages from doctors, corporate clients, and collection partners.

· Provide detailed information on available tests, packages, pricing, sample collection, and report timelines.

· Guide patients on test preparations (e.g., fasting requirements) and booking procedures.

2. Test Booking & Coordination

· Schedule home collection appointments and coordinate with phlebotomists/logistics teams.

· Assist walk-in patients with registration and payment.

· Ensure smooth coordination between sample collection points and the lab.

3. Report Assistance

· Help collection partners and doctors access lab reports via email, SMS, WhatsApp, or online portals.

· Address queries regarding report availability and escalate technical issues to the IT/LIS team if required.

4. Complaint & Query Resolution

· Handle service complaints (delays, quality concerns, billing issues) and ensure timely resolution.

· Escalate critical issues (urgent medical reports, incorrect patient details) immediately to the concerned department.

5. Record Management

· Maintain updated patient records in the LIS

· Ensure confidentiality and compliance with medical data privacy standards.

6. Coordination with Departments

· Liaise with the lab, sample collection, logistics, and billing teams to resolve queries.

· Share customer feedback for process improvements.

Required Skills & Qualifications

• Graduate in any discipline
• Experience in customer service in a diagnostic lab, hospital, or healthcare setup preferred.
• Strong communication skills.
• Knowledge of common diagnostic tests and medical terminology is an advantage.
• Empathy, patience, and the ability to handle sensitive medical situations.

Job Type: Full-time

Pay: Up to ₹20,000.00 per month

Benefits:

• Paid time off

Work Location: In person