Support Executive / Patient Representative

Role & responsibilities

• Serve as the primary point of contact for patients, hospitals, distributors, and healthcare partners for product-related queries and support.
• Handle incoming calls, WhatsApp/messages, emails, and other customer support channels professionally.
• Guide customers and users on the usage, application, connectivity, and basic troubleshooting of ECG monitoring devices.
• Assist patients and healthcare partners throughout the device usage and monitoring process.
• Coordinate with internal technical, operations, and medical teams to resolve customer and device-related issues.
• Monitor ongoing cases and ensure timely follow-up until resolution.
• Understand and document customer complaints, technical issues, device related concerns, and service requests.
• Escalate critical patient-related or technical issues to the appropriate team without delay.
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-ups.
• Support the team in coordinating ECG reports, patient data, and related documentation.
• Ensure clear and professional communication while dealing with patients, especially in sensitive or high-pressure situations.
• Coordinate with distributors and healthcare professionals for device deployment, support, and issue resolution.
• Follow defined SOPs and maintain confidentiality of patient and healthcare related information.
• Contribute to improving the overall customer experience by identifying recurring issues and sharing feedback with the relevant teams.

Required Skills & Qualifications

• Bachelors degree in Healthcare, Life Sciences, Nursing, Biomedical Engineering, or a related field.
• 13 years of experience in customer support, healthcare support, medical devices, hospital operations, or a related domain.
• Candidates with experience in medical devices, ECG, cardiac monitoring, healthcare technology, or SaaS-based healthcare products will be preferred.
• Good understanding of basic healthcare terminology and willingness to learn ECG/device-related processes.
• Excellent verbal and written communication skills in English and Hindi/Gujarati.
• Strong customer-handling and interpersonal skills.
• Good problem-solving and troubleshooting ability.
• Ability to remain calm and professional while handling patients or critical customer situations.
• Good documentation and follow-up skills.
• Basic proficiency in MS Office/Google Workspace and customer-support or CRM tools

Preferred candidate profile

• Exposure to ECG monitoring systems or wearable medical devices.
• Experience working with hospitals, doctors, distributors, or healthcare professionals.
• Basic understanding of ECG reports and cardiac monitoring workflows.
• Experience handling technical support for connected devices or healthcare software.
• Familiarity with IoT-enabled medical devices or cloud-based healthcare platforms.