Walk-in || Customer Relationship Executive

JOB DESCRIPTION

Customer Relations Executive (CRE)

Department: Patient Relations / Customer Relations

Designation: Customer Relations Executive (CRE)

Job Summary

We are looking for a customer-oriented and well-spoken Customer Relations Executive (CRE) to ensure a positive patient and attendant experience throughout their interaction with the hospital. The candidate will be responsible for assisting customers, explaining hospital services and packages, facilitating bed bookings, addressing queries, coordinating with relevant departments, and ensuring timely resolution of concerns.

Key Responsibilities

- Welcome and assist patients, attendants and visitors in a polite and professional manner.

- Understand and address customer queries related to hospital services, facilities, processes and departments.

- Explain hospital packages, procedures, services, inclusions and applicable terms to patients and attendants.

- Assist patients and attendants with bed availability and bed booking, and coordinate with the concerned departments for admission-related requirements.

- Guide patients and attendants regarding hospital services, facilities, OPD/IPD areas, diagnostics, billing and other relevant facilities.

- Coordinate with various hospital departments to resolve customer queries and concerns.

- Handle patient/attendant complaints and ensure appropriate escalation and follow-up until resolution.

- Collect and record patient feedback and communicate important feedback to the concerned team.

- Conduct regular rounds/visits in designated areas to understand patient requirements and improve their overall experience.

- Assist patients with appointment-related queries and coordinate with the concerned departments when required.

- Explain and guide customers regarding mother & baby care products and services available at the hospital, wherever applicable.

- Maintain proper documentation and records of customer queries, feedback, complaints, packages and other customer interactions.

- Ensure adherence to hospital policies, SOPs and customer service standards.

- Maintain confidentiality of patient information and demonstrate professional behaviour at all times.

Candidate Requirements

- Graduate in any discipline.

- Prior experience in hospital, healthcare, customer service, front office or patient relations will be preferred.

- Excellent communication and interpersonal skills.

- Good customer-handling and problem-solving abilities.

- Basic computer knowledge and proficiency in MS Office.

- Ability to communicate effectively with patients and attendants in a polite and empathetic manner.

- Presentable personality and professional approach.

Key Skills

Patient Handling | Customer Service | Hospital Package Explanation | Bed Booking & Admission Coordination | Communication Skills | Complaint Handling | Patient Experience | Interdepartmental Coordination | Problem Solving | Feedback Management | Basic Computer Skills