Customer Care - Zydus Family Clinic

Job Summary

The Customer Care Associate serves as the primary point of contact for patients visiting or calling the family clinic. This role is responsible for ensuring a welcoming, smooth, and efficient patient journey by managing front desk registration, handling phone inquiries, scheduling appointments, assisting with billing, and resolving customer queries promptly.

Key Responsibilities

• Patient Reception & Registration: Welcome patients upon arrival, verify demographic and insurance/payment details, issue registration forms, and maintain a seamless check-in process.
• Appointment Management: Handle inbound and outbound calls, schedule consultations, manage doctor appointments, and coordinate follow-up visits or diagnostic tests.
• Customer Support & Inquiry Resolution: Respond promptly to patient inquiries regarding clinic services, consultation fees, doctor schedules, operating hours, and basic facility details.
• Billing & Cash Collection: Process daily consultation fees, issue official receipts, accurately balance cash register/card machine daily, and assist with billing queries.
• Patient Guidance & Flow Management: Guide patients to appropriate consultation rooms, lab collection centers, or pharmacy counters to minimize wait times and manage clinic traffic efficiently.
• Feedback & Complaint Redressal: Collect patient feedback, handle minor complaints diplomatically, and escalate sensitive operational or clinical issues to management immediately.
• Administrative Support: Maintain accurate patient digital/physical records in compliance with clinic protocols and support general administrative day-to-day front office duties.

Qualifications & Requirements

• Education: Bachelors degree in Any Discipline, Hospital Administration, Management, or related field.
• Experience: 5–10 years of experience in customer service, front office, or patient care management (hospital/clinic experience preferred).

• Skills:
• Strong verbal and written communication skills in English and local languages.
• Proficiency in computer applications, electronic medical record (EMR) software, and MS Office.
• High level of empathy, active listening, and problem-solving abilities.
• Capability to multitask efficiently under fast-paced clinic conditions