Customer Support Executive

Job Summary

We are looking for a Customer Support Executive to be the first point of contact for patients, attendants and customers. The candidate will be responsible for handling enquiries, appointments, service-related concerns and complaints while ensuring a positive and seamless patient experience.

The role requires excellent communication, empathy, patience and strong coordination skills, particularly when interacting with patients and their families.

Key Responsibilities

• Handle inbound and outbound calls from patients, attendants and customers.
• Respond to customer queries related to hospital services, departments, doctors, appointments, diagnostics and other healthcare services.
• Schedule, reschedule and cancel appointments accurately through the hospital system.
• Provide appropriate information regarding consultation, diagnostic services, timings and service procedures.
• Understand patient concerns and provide timely and appropriate resolutions.
• Handle complaints professionally and escalate clinical or sensitive issues to the concerned department.
• Coordinate with OPD, Nursing, Billing, Diagnostics, Pharmacy, Insurance, Medical Records and other departments for resolution of patient queries.
• Follow up on pending requests, complaints and service issues until closure.
• Maintain accurate customer/patient interaction records in CRM / HIS / hospital software.
• Conduct follow-up calls to understand patient satisfaction and service experience.
• Maintain confidentiality of patient information and follow hospital policies and procedures.
• Ensure excellent customer service and contribute towards improving the overall patient experience.
• Prepare daily/weekly reports related to calls, enquiries, complaints, appointments and service requests.
• Meet defined service quality, response time, productivity and customer satisfaction.