Executive - Customer Care

Job description

Position Title: Executive Customer Care

Location: Koramangala, Bangalore

Department: Customer care

Reports to: Centre Manager

Job Objective :

A Front Office Executive overall responsibility is to ensure patient satisfaction at all touch points and to provide patient centric service. The major role played by customer care is to coordinating with doctors and fixing appointments, attending the calls, cash collection according to the treatment advised .

Detailed duties and responsibilities

• To remain well-groomed as per company policy.
• Handling telephonic inquiries of the patients and keeping a record of the same.
• Booking new and follow-up appointments of the patients online and directly in SIVIS.
• Calling patients, who missed their first and follow-up appointments for the next appointment and reason for missing the same.
• Greeting and welcoming the patients/guests/consultants both voice and face-toface.
• Assisting patients to fill-up the registration form and then registering patients in SIVIS.
• Collecting payments and generating receipts for the patients.
• Preparing patients file (IVF files + Lab reports + SA report) for the next day appointments and informing same to consultants.
• Retrieving lab reports from the lab at regular interval and arranging the same in the alphabetical order.
• Following the patient flow as per standards and coordinating the same with other roles in the center.
• Managing the patients waiting time in peak hours
• Participates in all events/promotions/training and development programs
• Obtaining and entering new patient demographics
• Reviewing all forms for accuracy and completion according to Center policies prior to accepting
• Billing for the patients and closure of account on daily basis before leaving
• Appointment booking and follow ups for OPD patients.
• Rescheduling of the OPD appointments
• Daily reports sending it to all concern department