Job Description – Customer Support Executive (Hospital)
Position: Customer Support Executive
Department: Customer Support / Patient Experience
Location: Hospital Premises / Centralized Support Center
Employment Type: Full-Time
Job Summary
We are looking for a customer-focused and empathetic Customer Support Executive to manage patient interactions across multiple communication channels, including inbound calls, outbound calls, and chatbot support. The role is responsible for delivering exceptional patient service, ensuring timely query resolution, appointment management, and maintaining a seamless patient experience.
Key Responsibilities
- Handle inbound calls from patients and attendants professionally and courteously.
- Make outbound calls for appointment confirmations, follow-ups, feedback collection, reminders, and other hospital campaigns.
- Monitor and respond to patient queries received through the hospital chatbot and other digital communication channels.
- Assist patients with appointment booking, rescheduling, cancellations, and service-related information.
- Provide accurate information regarding doctors, departments, hospital services, timings, and policies.
- Escalate unresolved or critical issues to the concerned departments and ensure timely closure.
- Maintain accurate records of all interactions in the Hospital Information System (HIS), CRM, or ticketing platform.
- Achieve defined Service Level Agreements (SLAs), quality parameters, and productivity targets.
- Coordinate effectively with clinical, administrative, and support departments to ensure smooth patient service.
- Adhere to hospital protocols, data privacy, and confidentiality guidelines at all times.
Required Skills
- Excellent verbal and written communication skills (Hindi & English; additional regional language is an advantage).
- Strong customer service orientation with empathy and patience.
- Good typing speed and computer proficiency.
- Ability to multitask across calls, chatbot, and hospital software simultaneously.
- Strong problem-solving and interpersonal skills.
- Ability to work under pressure in a fast-paced healthcare environment.
Eligibility
- Graduate in any discipline (preferred).
- 06 months-2 years of experience in customer support, call center, patient support, healthcare, hospitality, or service industries.
- Candidates with prior experience in the healthcare industry (hospital, clinic, diagnostic center, or healthcare BPO) will be preferred.
- Fresh graduates with excellent communication skills and a customer-centric attitude may also apply.
Working Hours
- Rotational Shifts: This role requires working in rotational shifts, including morning, evening, night, weekends, and public holidays as per operational requirements.
- Weekly Off: One rotational weekly off will be provided as per the roster.
Preferred Attributes
- Positive attitude and professional grooming.
- Ability to handle sensitive patient interactions with empathy.
- Team player with a willingness to learn and adapt.
- Commitment to delivering an exceptional patient experience.
Pay: ₹13,000.00 - ₹15,000.00 per month
Benefits:
- Flexible schedule
- Leave encashment
Work Location: In person
