Position Overview:
The Customer Care Executive will be the primary point of contact for patients, doctors, corporate clients, and collection centres. The role involves handling inquiries, booking tests, providing report-related support, and ensuring a smooth customer experience in line with healthcare service standards.
Key Responsibilities:
1. Patient & Client Interaction
· Answer calls, emails, and messages from doctors, corporate clients, and collection partners.
· Provide detailed information on available tests, packages, pricing, sample collection, and report timelines.
· Guide patients on test preparations (e.g., fasting requirements) and booking procedures.
2. Test Booking & Coordination
· Schedule home collection appointments and coordinate with phlebotomists/logistics teams.
· Assist walk-in patients with registration and payment.
· Ensure smooth coordination between sample collection points and the lab.
3. Report Assistance
· Help collection partners and doctors access lab reports via email, SMS, WhatsApp, or online portals.
· Address queries regarding report availability and escalate technical issues to the IT/LIS team if required.
4. Complaint & Query Resolution
· Handle service complaints (delays, quality concerns, billing issues) and ensure timely resolution.
· Escalate critical issues (urgent medical reports, incorrect patient details) immediately to the concerned department.
5. Record Management
· Maintain updated patient records in the LIS
· Ensure confidentiality and compliance with medical data privacy standards.
6. Coordination with Departments
· Liaise with the lab, sample collection, logistics, and billing teams to resolve queries.
· Share customer feedback for process improvements.
Required Skills & Qualifications
- Graduate in any discipline
- Experience in customer service in a diagnostic lab, hospital, or healthcare setup preferred.
- Strong communication skills.
- Knowledge of common diagnostic tests and medical terminology is an advantage.
- Empathy, patience, and the ability to handle sensitive medical situations.
Job Type: Full-time
Pay: Up to ₹18,500.00 per month
Benefits:
Work Location: In person
