Executive - Customer Service

Role & responsibilities

1. Appointment Coordination

• Contact customers to confirm and schedule medical appointments as per insurer guidelines.
• Coordinate with diagnostic centres for slot confirmation, test completion, and report sharing.
• Handle rescheduling requests and follow-up on pending or incomplete appointments.

2. Customer Communication

• Provide clear information to customers about appointment locations, documents required, and procedures.
• Handle inbound/outbound calls and emails with professionalism and empathy.
• Maintain accurate call disposition and notes in CRM.

3. System & Documentation

• Update CRM with appointment details, status, and remarks accurately and timely.
• Ensure all customer interactions and status updates are properly recorded.
• Maintain confidentiality and comply with data protection guidelines.

4. Quality & Process Compliance

• Follow defined scripts and process flows to ensure standardized communication.
• Adhere to turnaround time (TAT) and quality standards.
• Report process gaps, incorrect data, or escalation cases to the TL promptly.

Preferred candidate profile

•Graduate in any discipline, healthcare and insurance preferred.

•03 years of experience in operations, customer service, or coordination roles.

•Excellent verbal and written communication skills in English and Hindi.

•Proficient in MS Excel, CRM tools, and email communication.

•Strong attention to detail and multitasking ability.