CRE – Customer Relationship Executive
Job Description – MACARE Diagnostics & Polyclinic
Job Title
Customer Relationship Executive (CRE)
Department
Front Office / Customer Relations
Job Purpose
To provide excellent customer service, assist patients throughout their visit, coordinate with different departments, and ensure a smooth and positive patient experience at MACARE Diagnostics & Polyclinic.
Key Responsibilities
- Welcome and professionally attend to patients and visitors.
- Understand patient requirements and provide accurate information about available diagnostic and clinical services.
- Assist patients with registration, billing, appointments, reports, and other front-office requirements.
- Coordinate patient appointments with doctors, laboratory, radiology, CT, MRI, and other departments.
- Guide patients regarding preparation requirements for diagnostic procedures and health check-up packages.
- Handle patient enquiries through phone calls, WhatsApp, and other communication channels.
- Follow up with patients regarding appointments, reports, health check-ups, and pending services.
- Address patient complaints and concerns promptly and escalate unresolved issues to the concerned authority.
- Maintain good communication and coordination with doctors, technicians, nurses, reception staff, and other departments.
- Promote health check-up packages, diagnostic services, and other available services when appropriate.
- Support marketing and patient engagement activities, including camps and promotional activities.
- Maintain proper records of patient enquiries, follow-ups, feedback, and complaints.
- Collect patient feedback and communicate suggestions for service improvement.
- Ensure confidentiality and proper handling of patient information.
- Follow all organizational policies, SOPs, and customer service standards.
- Perform any other duties assigned by the Centre Head or reporting authority.
Required Skills & Qualifications
- Graduate in any discipline; healthcare/customer service experience will be an advantage.
- Good communication and interpersonal skills.
- Fluency in Malayalam and English; knowledge of Hindi is an added advantage.
- Basic computer knowledge and familiarity with MS Office.
- Good telephone etiquette and customer-handling skills.
- Ability to work under pressure and manage multiple tasks.
- Positive attitude, patience, and a customer-focused approach.
- Previous experience in a hospital, diagnostic centre, clinic, or healthcare organization will be preferred.
Key Performance Indicators (KPIs)
- Patient satisfaction and feedback.
- Appointment and enquiry conversion.
- Timely follow-up with patients.
- Complaint resolution and response time.
- Accuracy in patient coordination and documentation.
- Customer retention and service quality.
- Compliance with SOPs and organizational policies.
Benefits:
Work Location: In person
