Manager - Customer Care

Job Description: Manager – Customer Care (IVF Clinic)Position Overview

The Manager – Customer Care is responsible for overseeing the entire front-office and patient service operations at the IVF clinic. This role ensures exceptional patient experience, smooth workflow, and adherence to clinic protocols. The Manager will lead the Customer Care team, coordinate with clinical and administrative departments, and support overall operational efficiency.

Key Responsibilities1. Patient Experience & Front Desk Management

• Ensure a warm, professional, and empathetic patient experience throughout the IVF journey.
• Supervise the front desk team in handling patient inquiries, appointments, registrations, follow-ups, and billing coordination.
• Resolve escalated patient concerns promptly and professionally.
• Maintain high standards of service quality and patient satisfaction.

2. Team Leadership & Training

• Lead, mentor, and supervise the Customer Care Executives and Coordinators.
• Conduct regular training on communication, hospitality, IVF process awareness, and service protocols.
• Monitor team performance through KPIs such as TAT, patient feedback, and service quality indicators.
• Prepare and manage staff duty rosters and leave schedules.

3. Operational Coordination

• Coordinate with Doctors, Nurses, Counselors, Lab Team, and Accounts for seamless patient flow and clinic operations.
• Ensure adherence to all SOPs, compliance norms, and documentation requirements related to patient handling.
• Support the operations team in managing daily OPD flow, consultation schedules, and patient follow-ups.

4. Administrative & Reporting Duties

• Maintain accurate records of appointments, billing support, and patient demographics.
• Prepare and submit daily, weekly, and monthly reports related to patient footfall, TAT, revenue support, and service performance.
• Ensure smooth functioning of front-office activities including stationery, system requirements, and housekeeping coordination.

5. Quality, Compliance & Process Improvement

• Ensure compliance with IVF clinic protocols, confidentiality norms, and regulatory guidelines.
• Regularly review and improve customer service processes.
• Drive initiatives to improve patient satisfaction and reduce service complaints.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong leadership and team management capability.
• Patient-centric approach with high emotional intelligence.
• Good analytical and reporting skills.
• Ability to manage multitasking in a fast-paced clinical environment.
• Proficiency in MS Office and hospital/IVF management systems.

Qualifications & Experience

• Graduate or Postgraduate (Preferred: Healthcare, Management, or Hospitality).
• 3–5 years of experience in Customer Care/Front Office Management.
• Experience in IVF, Healthcare, or Hospital Sector is highly preferred.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person