Customer Care Executive

Role & responsibilities

The Customer Care Executive serves as the primary point of contact for patients and

their families, ensuring a seamless, compassionate, and efficient experience throughout

their hospital journey. The role involves handling inquiries, guiding patients through

registration and billing processes, addressing grievances, and upholding the hospitals

commitment to patient-centered care.

1. Patient Interaction & Support

• Welcome and assist patients and visitors courteously and professionally.

• Provide information about hospital services, consultants schedules, and facilities.

• Assist patients with registration, admission, discharge, and billing procedures.

• Ensure prompt and accurate communication between departments and patients.

• Maintain confidentiality and uphold patient rights and dignity at all times.

2. Coordination & Communication

• Coordinate with clinical, nursing, and administrative teams to ensure patient

needs are met efficiently.

• Facilitate patient movements between departments (OPD, IPD, diagnostics,

pharmacy, etc.).

• Handle internal and external calls professionally and direct them appropriately.

• Liaise with insurance, billing, and TPA desks to assist patients with coverage

queries.

3. Grievance Handling & Service Recovery

• Listen to and document patient feedback or complaints courteously.

• Escalate unresolved issues to the Customer Care Manager for timely resolution.

• Follow up with patients to ensure satisfactory closure of concerns.

4. Documentation & Reporting

• Maintain accurate records of patient interactions, feedback, and service recovery

actions.

• Prepare daily reports on patient queries, complaints, and satisfaction trends.

• Support implementation of patient satisfaction surveys and quality improvement

initiatives.

5. Quality, Compliance & Professionalism

• Adhere to hospital policies, JCI/NABH standards, and protocols.

• Participate in training programs and continuous improvement activities.

• Maintain grooming standards and professional etiquette at all times.

Preferred candidate profile

Bachelors degree in any discipline (preferably in Healthcare / Hospitality

Management).

• Minimum 24 years of experience in a hospital or healthcare customer service

role.

• Exposure to oncology patient care settings preferred.
• Good understanding of hospital processes (registration, admission, discharge,

TPA, etc.).