Role Overview
CareSaathi is looking for a compassionate and professional Customer Service Executive to communicate with patients over the phone. The executive will assist patients with appointments, service-related questions, follow-ups, reminders, and general support while ensuring a positive and respectful patient experience.
This role requires excellent communication skills, empathy, patience, attention to detail, and the ability to handle sensitive patient information confidentially.
Key Responsibilities
- Make outbound calls to CareSaathi patients for appointment confirmations, reminders, follow-ups, feedback, and service updates.
- Answer incoming patient calls and respond to questions about CareSaathi’s services, processes, appointments, and available support.
- Understand patients’ concerns and provide clear, accurate, and courteous assistance.
- Schedule, reschedule, or cancel patient appointments according to company procedures.
- Record call details, patient responses, follow-up requirements, and outcomes accurately in the CRM or patient management system.
- Follow approved calling scripts while maintaining a natural, empathetic conversation.
- Escalate medical questions, complaints, emergencies, and complex cases to the appropriate clinical or senior team member.
- Coordinate with doctors, care teams, operations staff, and other departments when patient support is required.
- Follow up with patients within agreed timelines and ensure that pending concerns are resolved.
- Collect patient feedback and report recurring concerns or service issues to management.
- Maintain strict confidentiality of patient information and comply with Kersati’s privacy and data-protection policies.
- Meet agreed performance standards for call quality, response time, follow-up completion, attendance, and patient satisfaction.
Important Role Boundaries
The Customer Service Executive must not diagnose medical conditions, interpret clinical results, recommend medication, or provide medical advice. All clinical questions and urgent health concerns must be transferred or escalated to an authorized healthcare professional according to CareSaathi’s procedures.
Required Qualifications
- Graduate or undergraduate degree in any relevant field.
- Previous experience in customer service, telecalling, healthcare support, a clinic, hospital, or contact centre is preferred.
- Freshers with strong communication skills and the right attitude may also apply.
- Good verbal and written communication skills in English and [insert required regional languages].
- Basic computer skills and familiarity with CRM software, spreadsheets, email, or patient management systems.
- Ability to communicate calmly with elderly, anxious, upset, or unwell patients.
- Strong listening, problem-solving, documentation, and time-management skills.
- Willingness to work according to patient-calling schedules, including shifts or weekends when required.
Preferred Candidate Profile
- Compassionate, patient, and respectful.
- Comfortable making a high volume of calls.
- Confident without being aggressive or overly sales-oriented.
- Able to protect confidential patient information.
- Detail-oriented and disciplined about follow-ups.
- Capable of handling complaints professionally.
- Fluent in multiple languages relevant to Kersati’s patient population.
Key Performance Indicators
- Patient satisfaction and call-quality scores.
- Number of completed calls and successful patient connections.
- Appointment confirmation and follow-up completion rates.
- Accuracy and completeness of CRM records.
- Response and resolution time.
- Adherence to calling scripts, privacy requirements, and escalation procedures.
- Attendance, punctuality, and schedule adherence.
Pay: ₹10,527.79 - ₹24,550.50 per month
Benefits:
Education:
Experience:
- Healthcare management: 2 years (Required)
Language:
Work Location: In person
