Customer Service Associate

Job Description

Job Description Job Purpose To act as the first point of contact for patients and visitors at Aditya Birla Memorial Hospital, ensuring a seamless, professional, and compassionate experience. The role requires efficient patient registration, appointment coordination, records management, and communication with internal departments to support smooth hospital operations and high standards of patient care. Job Context & Major Challenges Job Context: Aditya Birla Memorial Hospital (ABMH), located in Pune, is a leading multi-specialty healthcare institution, known for excellence in patient care, clinical outcomes, and state-of-the-art infrastructure. As a NABH-accredited hospital, ABMH is committed to patient-centric service, digital transformation, and continuous quality improvement. Front Desk Executives play a crucial role in shaping first impressions and ensuring the patient journey begins on a positive note. As part of a high-traffic hospital, the front desk team handles a diverse patient base, multiple languages, emergency admissions, and complex appointment schedules, making efficiency and empathy critical competencies. Major Challenges: Managing high footfall during peak OPD and emergency hours. Balancing accuracy and speed during patient registration and appointment scheduling. Handling patient complaints or concerns tactfully and professionally. Coordinating with multiple departments to ensure smooth patient flow and real-time communication. Navigating system-based operations and hospital software with minimal errors. Multilingual communication (Marathi, Hindi, and English) to serve a diverse population. Key Result Areas KRA (Accountabilities)Supporting ActionsKRA1: Patient Registration & Documentation - Register patients efficiently with accurate demographic and clinical information. - Update medical records and ensure timely documentation in hospital management systems. - Assist in collecting ID proofs, insurance documents, and consent forms. KRA2: Appointment Coordination - Schedule appointments for consultations, diagnostics, and follow-ups. - Coordinate with doctors, departments, and diagnostic units for appointment availability. - Inform patients of any delays or changes in schedule. KRA3: Front Desk Operations - Maintain cleanliness and order at the reception area. - Ensure all SOPs for patient check-in/check-out are followed. - Handle billing and cashiering processes if required. - Coordinate ambulance or porter services if needed. KRA4: Communication & Query Handling - Answer inquiries about hospital services, doctors, visiting hours, and departments. - Provide direction and guidance to patients and visitors. - Escalate complex queries to the concerned departments promptly. KRA5: Emergency & Special Case Management - Alert emergency department in case of critical patients arriving at front desk. - Provide priority service for elderly, differently-abled, and emergency patients. - Ensure quick coordination for admission and bed availability. KRA6: Coordination with Internal Teams - Liaise with OPD, diagnostics, pharmacy, and inpatient departments for patient services. - Inform nursing staff of new admissions or priority patients. - Support doctors in managing patient queues. KRA7: Compliance & Data Privacy - Follow all hospital protocols regarding data privacy and patient confidentiality. - Ensure all forms are properly stored and sensitive data is protected. - Adhere to NABH and ISO documentation requirements. Qualifications: Graduate in any discipline (Preferred: Hospitality, Healthcare Management, Administration) Diploma/Certification in Front Office Management or Hospital Administration is a plus Minimum Experience Level: 16 years (Healthcare or customer service experience preferred) Technical Skills & Competencies: Strong verbal and written communication (English, Hindi, Marathi) Proficiency in MS Office and hospital management software (HIS/ERP systems) Good interpersonal and customer service skills Attention to detail and multitasking ability Time management and composure under pressure Reporting To: Front Office Manager / Hospital Administration Head