Walk-in || Customer Support Executive

Department: Customer Support / Patient Services
Designation: Customer Support Executive
Industry: Diagnostic Centre / Healthcare
Location: As per requirement
Reporting To: Customer Support Manager / Centre Manager
Employment Type: Full-Time

1. Job Summary

The Customer Support Executive is responsible for handling patient and customer queries, coordinating diagnostic appointments and services, providing accurate information regarding tests and reports, and ensuring a positive customer experience.

The role requires excellent communication skills, patience, empathy, and the ability to handle multiple customer interactions efficiently.

2. Key Responsibilities

Customer Support

• Handle incoming and outgoing customer calls professionally.
• Respond to patient queries regarding diagnostic tests, packages, appointments, reports, and services.
• Provide accurate information about test preparation, sample collection, report availability, and centre timings.
• Resolve customer complaints and escalate complex issues to the concerned department.
• Maintain a courteous and patient-friendly approach during every interaction.

Appointment & Patient Coordination

• Schedule, reschedule, and cancel appointments as required.
• Coordinate with diagnostic centres, radiology, laboratory, home collection, and other departments.
• Follow up with patients regarding appointments and pending requirements.
• Coordinate home sample collection requests with the phlebotomy/collection team.
• Ensure proper communication of patient requirements to the concerned departments.

Report & Service Coordination

• Assist customers with queries related to report status and report delivery.
• Coordinate with laboratory and reporting teams for delayed or pending reports.
• Guide customers regarding online report access and report collection.
• Escalate critical or urgent customer concerns to the appropriate authority.

Complaint Handling

• Listen carefully to customer concerns and provide appropriate solutions.
• Record complaints accurately in the CRM/register/system.
• Follow up on unresolved complaints until closure.
• Maintain proper documentation of customer interactions.

Administrative Responsibilities

• Maintain daily call and customer interaction records.
• Update customer information accurately in the system.
• Prepare daily/weekly reports related to calls, appointments, complaints, and follow-ups.
• Maintain confidentiality of patient and customer information.
• Follow all company policies, SOPs, and healthcare service standards.

3. Required Skills

• Excellent verbal and written communication skills.
• Good telephone etiquette.
• Strong customer-handling and interpersonal skills.
• Ability to remain calm under pressure.
• Good listening and problem-solving abilities.
• Basic computer knowledge and MS Office skills.
• Ability to use CRM/call management software.
• Good coordination and follow-up skills.
• Ability to handle multiple calls and tasks simultaneously.
• Fluency in English and Tamil; knowledge of other regional languages is an advantage.

4. Educational Qualification

• Any Graduate / Diploma holder.
• Candidates with a background in Healthcare, Hospital Administration, Customer Service, BPO, or Call Centre operations will be preferred.

5. Experience

• 03 years of experience in customer service, healthcare, hospital, diagnostic centre, BPO, or call centre operations.
• Freshers with excellent communication skills may also be considered.

6. Key Performance Indicators (KPIs)

• Number of calls handled.
• Customer satisfaction score.
• First-call resolution rate.
• Appointment conversion and accuracy.
• Complaint resolution time.
• Follow-up completion rate.
• Call quality and communication standards.
• Accuracy of customer/patient data entry.
• Adherence to attendance, shift timings, and SOPs.

7. Personal Attributes

• Patient and empathetic towards customers.
• Professional and presentable.
• Positive attitude.
• Responsible and reliable.
• Team player.
• Willingness to work in rotational/night shifts, if required.
• Ability to work in a fast-paced healthcare environment.

8. Working Conditions

• Full-time position.
• May involve rotational shifts/night shifts depending on business requirements.
• Requires continuous interaction with patients, customers, healthcare professionals, and internal teams.
• Must maintain strict confidentiality of patient information.

Note: The employee is expected to perform duties assigned by the reporting manager from time to time in accordance with the operational requirements of the organisation.