Job Title: Manager – Customer Care
Department: Patient Services / Customer Care
Location: Kharadi Pune
Reporting To: Center Head / Operations Head
Job Summary
The Manager – Customer Care will be responsible for managing the patient experience journey at the IVF hospital. This role ensures high-quality service delivery, patient satisfaction, effective grievance handling, and coordination between clinical and non-clinical teams while maintaining empathy, confidentiality, and professionalism.
Key Responsibilities
- Lead, manage, and train the Customer Care / Front Desk / Patient Coordination team
- Ensure a smooth patient journey from enquiry, consultation, treatment, billing, to follow-ups
- Handle patient queries, feedback, and escalations with sensitivity and professionalism
- Monitor and improve patient satisfaction scores and service quality standards
- Coordinate closely with doctors, nursing staff, embryology, billing, and operations teams
- Ensure compliance with hospital policies, NABH/ART standards, and confidentiality norms
- Manage appointment scheduling, TATs, and patient flow to minimize waiting time
- Prepare daily, weekly, and monthly MIS reports related to patient services
- Implement SOPs for patient handling, counseling support, and service recovery
- Conduct regular team meetings, audits, and performance reviews
- Support marketing and CRM teams for patient retention and referral programs
Key Skills & Competencies
- Strong leadership and people management skills
- Excellent communication (verbal & written) in English, Hindi, and regional language
- High level of empathy and patient-centric approach
- Problem-solving and conflict resolution skills
- Knowledge of healthcare operations, preferably IVF / Fertility services
- Proficiency in HMS / CRM systems and MS Office
- Ability to work under pressure and handle sensitive situations
Educational Qualification
- Graduate / Postgraduate in Hospital Management, Healthcare Administration, MBA, or relevant field
Experience
- 5–8 years of experience in Customer Care / Patient Services
- Minimum 2–3 years in a managerial role within a hospital or IVF/fertility center preferred
Job Type: Full-time
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund
Work Location: In person
