Job Description – Customer Care Executive
Position: Customer Care Executive
Department: Customer Care/ Customer support
Location: Ovum Hospitals
Industry: Healthcare / Hospital
Experience: 1–3 Years
Job Summary
Ovum Hospitals is seeking a compassionate and customer-focused Customer Care Executive to deliver exceptional patient service. The ideal candidate will be responsible for handling patient queries, coordinating appointments, resolving concerns, and ensuring a seamless patient experience throughout their visit.
Key Responsibilities
- Attend to patient inquiries through phone calls, walk-ins, emails, and WhatsApp.
- Schedule, reschedule, and confirm appointments for consultants and diagnostic services.
- Provide accurate information regarding hospital services, doctors, departments, and treatment packages.
- Coordinate with Front Office, Nursing, Billing, Laboratory, Pharmacy, and other departments to ensure smooth patient care.
- Handle patient complaints and escalate issues to the concerned department for timely resolution.
- Maintain excellent patient relationships and ensure a positive patient experience.
- Follow up with patients regarding appointments, investigations, and feedback.
- Maintain patient records and update information in the Hospital Information System (HIS).
- Assist patients with admission, discharge, billing, insurance queries, and service-related information.
- Ensure adherence to hospital policies, quality standards, and patient confidentiality.
- Collect patient feedback and support patient satisfaction initiatives.
- Prepare daily call logs and customer service reports.
Required Qualifications
- Bachelor's Degree in any discipline.
- 1–3 years of experience in Customer Care, Patient Relations, Front Office, or Call Centre (Hospital experience preferred).
- Freshers with excellent communication skills may also be considered.
Required Skills
- Excellent verbal and written communication.
- Strong customer service and interpersonal skills.
- Patient complaint handling and conflict resolution.
- Appointment scheduling and coordination.
- Basic knowledge of Hospital Information Systems (HIS) is preferred.
- MS Office (Word, Excel, Outlook).
- Ability to multitask in a fast-paced environment.
- Professional attitude with empathy and patience.
Preferred Candidate Profile
- Prior experience in a hospital or healthcare setting is preferred.
- Fluent in English, Kannada, Hindi, and Tamil/Telugu (additional languages are an advantage).
- Pleasant personality with strong problem-solving abilities.
- Willingness to work in rotational shifts, weekends, and public holidays, if required.
Key Competencies
- Customer Service Excellence
- Patient Relationship Management
- Communication Skills
- Teamwork & Coordination
- Empathy & Compassion
- Time Management
- Problem Solving
- Attention to Detail
Reporting To
Manager – Customer Care
This role is ideal for candidates who are passionate about delivering outstanding patient service and ensuring a positive experience for every patient visiting the hospital.
Pay: ₹9,782.66 - ₹28,200.71 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
