Customer Care Executive

Key Responsibilities: 1. Patient Communication & Service Delivery • Act as the first point of contact for patients, caregivers, and healthcare partners. • Handle inbound and outbound calls, emails, and chat professionally and empathetically. • Provide accurate information related to services, appointments, insurance, and billing. 2. Query Resolution & Case Management • Resolve patient and customer queries within defined TAT. • Ensure complete case ownership from initiation to closure. • Escalate complex cases to supervisors and concerned departments when required. 3. Coordination & Internal Communication • Coordinate with doctors, nurses, billing, pharmacies, operations, and admin teams. • Ensure smooth inter-departmental communication for faster resolution. • Track case progresses and ensures timely closure Principal Accountabilities 4. Patient Experience & Satisfaction • Deliver compassionate, respectful, and patient-centric communication. • Build trust and positive patient experience through quality service. • Handle complaints with professionalism and empathy. 5. CRM & Data Management • Maintain accurate records in CRM systems. • Update patient interactions, call logs, and service details. • Ensure confidentiality and data privacy compliance. 6. Follow-ups & Closure Management • Ensure timely follow-ups with patients and internal teams. • Track pending cases and ensure closure within defined timelines. • Maintain closure reports and follow-up logs. 7. Compliance, Ethics & Quality Standards • Adhere to healthcare compliance, ethical guidelines, and organizational policies. • Maintain patient confidentiality and data security standards. • Follow communication SOPs and quality protocols. 8. Performance & Productivity Management • Meet daily/weekly/monthly productivity targets. • Maintain service quality standards and performance benchmarks. • Support team goals and departmental KPIs. Role & responsibilities

Preferred candidate profile