JOB DESCRIPTION – HOME CARE, TELECALLING & CUSTOMER SERVICE EXECUTIVE
Job Title: Home Care & Patient Coordination Executive
Department: Home Healthcare / Front Office / Marketing
Reports To: Medical Administrator / Front Office Manager / Marketing Manager
Location: Hospital & Field (Home Visits)
Job Summary:
The Home Care, Telecalling & Customer Service Executive is responsible for managing end-to-end patient coordination including home healthcare services, telecalling activities, and front office customer service. The role focuses on enhancing patient experience, ensuring seamless service delivery, and supporting hospital operations through effective communication and coordination.
Key Responsibilities:A. Treat at Home Care Services
- Coordinate and schedule home care services such as nursing, physiotherapy, doctor visits, and lab services.
- Assign and manage healthcare staff for home visits.
- Ensure proper documentation of patient care and treatment plans.
- Monitor patient condition and update the medical team regularly.
- Educate patients and caregivers regarding treatment and care procedures.
- Ensure adherence to hygiene, safety, and infection control protocols.
- Maintain records of home care services and patient feedback.
B. Telecalling & Patient Coordination
- Make outbound calls for appointment booking, follow-ups, and service promotion.
- Handle inbound calls and provide accurate information about hospital services.
- Generate leads for home care services, health packages, and consultations.
- Maintain call logs and update CRM/database systems.
- Coordinate appointments with doctors and relevant departments.
- Follow up with patients for feedback and service utilization.
- Support marketing campaigns and outreach programs.
C. Customer Service / Front Office
- Greet and assist patients and visitors in a professional manner.
- Handle patient queries, complaints, and provide timely resolutions.
- Ensure smooth admission and discharge process.
- Provide information about doctors, departments, and services.
- Coordinate with internal departments for patient care support.
- Assist in billing, appointments, and front office operations.
- Monitor patient satisfaction and escalate issues when required.
Qualifications:
- Any Graduate / Diploma (Healthcare / Hospital Administration preferred)
- Nursing or paramedical background is an added advantage
Experience:
- 1–3 years in hospital, home healthcare, telecalling, or customer service roles
Skills & Competencies:
- Excellent communication skills (Tamil & English preferred)
- Strong interpersonal and patient handling skills
- Basic clinical knowledge (preferred)
- Good coordination and multitasking ability
- Customer-focused approach
- Basic computer and CRM knowledge
Key Performance Indicators (KPIs):
- Patient satisfaction score
- Number of home care services coordinated
- Call conversion rate (leads to appointments/services)
- Follow-up effectiveness
- Complaint resolution time
- Accuracy in documentation and reporting
Working Conditions:
- Combination of desk work (telecalling/front office) and field work (home visits)
- Flexible working hours based on patient/service requirements
Pay: ₹15,000.00 - ₹20,000.00 per month
Benefits:
Work Location: In person
