Location: Lucknow
Salary: Rs.22,000 - Rs.30,000 per month
Industry: Healthcare / Medical Services
Work Mode : Hybrid
Job Summary
We are seeking a detail oriented and empathetic Patient Relief Specialist to manage patient escalations, coordinate with doctors and MSOs, and ensure a seamless patient experience. The role involves handling critical cases, maintaining accurate records, and improving overall patient satisfaction through effective communication and follow-ups.
Key Responsibilities
- Ensure compliance with patient relief escalation processes and protocols.
- Maintain accurate Excel records and document all communications with patients, doctors, and MSOs.
- Track, analyse, and report relevant data to management.
- Follow up on escalated cases and coordinate discussions with respective doctors.
- Handle “No Relief” cases through proper consultation with doctors and their teams.
- Guide MSOs and the Patient Relief Engagement Team in handling escalations and complex cases.
- Support MSOs in following critical case protocols.
- Train and guide new MSOs on policies via doctor-led sessions.
- Resolve patient-related issues originating from the MSO side.
- Organize and manage doctor webinars to introduce doctors to MSOs and address queries.
- Conduct educational webinars on medical terminology, case history, and processes.
- Educate patients on new medicines, treatments, and procedures.
- Conduct follow-up calls to ensure patient satisfaction and continuity of care.
- Identify gaps in the digital consultation process and recommend improvements.
- Collect testimonials from escalated cases to enhance service credibility.
- Perform additional job-related duties as assigned within the scope of work.
Required Skills & Qualifications
- Dentist degree preferable
- Strong communication and interpersonal skills
- Proficiency in MS Excel and data tracking
- Ability to handle sensitive patient cases with empathy and professionalism
- Good coordination skills with medical professionals and internal teams
- Problem-solving mind set with attention to detail
Preferred Experience
- 1 - 3 years of experience in healthcare operations, patient support, or medical coordination
- Experience in handling escalations or patient grievance management is a plus
Key Competencies
- Patient-centric approach
- Strong follow-up and coordination skills
- Analytical thinking for reporting and process improvement
- Ability to work in a fast paced healthcare environment
Pay: ₹250,000.00 - ₹360,000.00 per year
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Paid sick time
Work Location: In person
