Customer Support Executive

Location: Gurugram, Haryana

Role Summary

You'll be the primary point of contact for patients and their families, ensuring a smooth, courteous, and responsive experience across every touchpoint — from enquiries and appointment scheduling to complaint resolution and follow-ups. The role focuses on patient satisfaction, timely issue resolution, and clear communication between patients and internal departments.

Key Responsibilities

• Patient Query Handling — Respond promptly to patient calls, walk-ins, emails, and messages regarding appointments, treatments, billing, and general queries.
• Complaint Resolution — Address patient concerns and complaints with empathy and urgency; escalate unresolved issues to the appropriate department and ensure timely closure.
• Patient Experience & Post-Consultation Feedback — Proactively check in with patients after treatment/procedures to understand their experience, capture feedback through calls or structured forms, identify areas of dissatisfaction early, and share insights with relevant teams to drive service improvements.
• Department Coordination — Liaise between patients and departments (reception, nursing, pharmacy, billing) to ensure requests and follow-ups are actioned without delays.
• Follow-ups & Retention — Conduct post-visit/post-treatment follow-up calls to check patient satisfaction, gather feedback, and encourage continuity of care.
• Record Maintenance — Maintain accurate logs of patient interactions, complaints, and resolutions; ensure data is updated in the HIS/CRM system.
• Reporting — Track and report on query volumes, response times, complaint resolution TAT, and patient satisfaction scores on a daily/weekly basis.
• Process Improvement — Flag recurring issues or bottlenecks in patient experience and suggest improvements to reduce complaints and improve service quality.

Requirements & Tech Stack

• Technical: MS Excel, Google Sheets, MS Office, HIS/CRM knowledge (preferred), basic MIS reporting
• Soft Skills: Excellent verbal and written communication, active listening, empathy, patience, problem-solving, multitasking, and composure under pressure.

Qualifications

• Graduate in any discipline
• 0–1 year of experience in customer support, patient care, or healthcare/hospitality service roles (freshers with strong communication skills may apply)