Customer Service Coordinator

Company Description

Apollo Hospitals, founded by Dr. Prathap C. Reddy, is a pioneer of corporate healthcare in India and has become the world's largest integrated healthcare platform. Since its inception in Chennai in 1983, Apollo has expanded to include over 73 hospitals, 6,000 pharmacies, 2,500 clinics and diagnostic centers, and more than 500 telemedicine centers. Known globally for its excellence, Apollo has conducted over 300,000 angioplasties and 200,000 surgeries. The organization is committed to utilizing cutting-edge technology, advanced treatment protocols, and continuous research to deliver world-class patient care. With over 100,000 dedicated team members, Apollo aspires to improve healthcare standards and create a lasting positive impact on the world.

Role Description

The Customer Care Coordinator will be the primary point of contact for patients and caregivers, ensuring a seamless, empathetic, and high-quality experience throughout the oncology care journey. This role requires proactive lead management, the ability to respond to patient queries via email, consolidation of medical reports for consultant review and opinion, end-to-end patient coordination, and CRM-driven execution of workflows across the entire oncological spectrumincluding screening, consultations, diagnostics, treatment planning, surgery, and follow-up.

Key Responsibilities

1. Lead Conversion & Patient Care Pathway Management

• Manage all incoming oncology leads through calls, WhatsApp, website enquiries, walk-ins, and referrals.
• Oversee and optimise the complete oncology patient pathway:

• Screening ? OPD Consultations ? Imaging ? Biopsy ? Tumour Board ? Treatment Planning ? Surgery ? Chemotherapy ? Radiotherapy ? Immunotherapy ? Follow-up

• Implement lead scoring to prioritise high-value cases such as complex cancers, robotic surgeries, second opinions, and international patients.
• Adhere to turnaround times (TATs):
• Initial response within

  10 minutes

• Appointment scheduling within

  46 hours

• Case closure within

  4872 hours

• Coordinate transitions across medical, surgical, and radiation oncology, as well as diagnostics, ICU, pharmacy, physiotherapy, and rehabilitation services.

2. CRM & Operations Management

• Maintain accurate patient records, treatment history, schedules, and specialty mappings within the CRM.
• Execute oncology workflows, including:

• Diagnosis ? Consultation ? PET-CT / Biopsy ? Multidisciplinary Tumour Board ? Treatment Initiation

• Track and escalate critical alerts such as no-shows, pending reports, lost leads, incomplete registrations, and delays.
• Ensure all interactions are documented, updated, and closed within defined timelines.

3. Oncology-Specific Campaign & Program Support

• Manage communication pipelines and conversions for oncology programs:

• Breast Cancer Care, Gynaecologic Oncology, Robotic Surgeries, Second Opinions, International Patient Services

• Support preventive oncology initiatives such as

  Mammography, Pap Smear, and ProHealth Genetic Testing

  .
• Assist in patient engagement for camps, screenings, awareness drives, and corporate outreach programs.

4. Patient Experience & Coordination

• Serve as the first contact point for appointments, diagnostic bookings, preparation instructions, and admission-related queries.
• Guide patients through the requirements and processes for scans, biopsies, surgeries, and therapies.
• Provide empathetic, timely, and informed support throughout the cancer care journey.
• Escalate complex issues to relevant clinical or administrative teams when required.

Required Skills & Competencies

• Excellent communication skills in

  English and Hindi

  .
• Ability to independently draft, respond to, and manage

  email communication

  professionally.
• Strong telephonic etiquette with empathy and patient-centric focus.
• Understanding of hospital workflows; oncology experience preferred.
• CRM proficiency (preferably

  Salesforce

  ).
• Ability to multitask and meet SLAs/TATs.
• Strong problem-solving ability with a sense of ownership.
• Team-oriented mindset with quick learning capability.

Qualifications & Experience

• Graduate in any discipline;

  Hospital Administration

  preferred.
• Minimum

  1 year

  of experience in customer relationship management, healthcare coordination, or patient-facing roles.
• Familiarity with oncology terminology will be an added advantage.

Work Schedule

• Full-time, shift-based role.
• Includes weekend and holiday duties as per roster.