Customer Care Manager

Woodlands Multispeciality Hospital

10 - 12 years

5 - 10 Lacs

kolkata

Posted:Just now| Platform:

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Skills Required

customer care customer support customer handling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Ensure smooth patient journey from admission to discharge as per NABH guidelines.
Monitor patient satisfaction through surveys/feedback and resolve grievances promptly.
Build strong relationships with patients, attendants, corporates, and TPA partners.
Conduct regular patient rounds and implement service excellence standards.
Ensure compliance with NABH norms on patient rights, communication, and grievance redressal.
Lead and supervise front office, helpdesk, and customer care teams; conduct soft skill and communication training.
Manage admission/discharge processes, billing coordination, queue control, and TAT monitoring.
Coordinate with clinical and non-clinical teams for smooth hospital operations.
Maintain MIS reports, analyze trends, and present service performance data to management.
Handle escalated complaints, VIP patient management, and sensitive situations professionally.

Preferred Candidate Profile

Graduate; MBA in Hospital/Hospital Administration preferred.
NABH certification/training is an added advantage.
Minimum 8 years experience in customer care/patient relationship roles in 200+ bedded NABH hospital, with minimum 3 years managerial experience.
Strong communication, empathy, team-handling, and conflict-resolution skills.
Knowledge of NABH standards, ability to work under pressure, and proficiency in MS Office/data analysis.
Patient-centric, ethical, proactive, and strong decision-making abilities.

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