Customer Support Executive

Department

Front Office / Customer Service

Reporting To

Customer Support Supervisor / Operations Manager

Job Summary

The Customer Support Executive is responsible for delivering excellent customer service by assisting patients with appointments, registrations, inquiries, report updates, billing support, and resolving concerns. The role requires robust communication skills, empathy, and the ability to coordinate effectively with different departments to ensure a smooth patient experience.

Key Responsibilities

- Greet and assist patients and visitors in a professional and courteous manner.
- Handle inbound and outbound calls regarding appointments, test information, reports, and general inquiries.
- Register patients accurately in the Laboratory Information System (LIS) or Hospital Information System (HIS).
- Schedule, reschedule, and confirm appointments for laboratory tests, imaging services, and health check-up packages.
- Provide information about available diagnostic tests, packages, pricing, preparation instructions, and turnaround times.
- Coordinate with laboratory, radiology, phlebotomy, and billing departments to resolve patient queries.
- Track pending reports and update patients regarding report availability.
- Handle customer complaints professionally and escalate unresolved issues to the concerned department.
- Assist in billing-related inquiries, payment confirmations, and receipt generation.
- Maintain complete confidentiality of patient information and medical records.




- Follow up with patients for feedback and service quality improvement.
- Ensure compliance with NABL/NABH guidelines and organizational policies.
- Maintain accurate records of customer interactions and service requests.
- Support marketing campaigns by informing customers about health packages and promotional offers.
- Meet departmental service quality standards and response time targets.

Required Qualifications:
- Bachelor's Degree or Diploma in any discipline.
- Freshers or candidates with 03 years of experience in customer service, healthcare, hospitals, or diagnostic centres are preferred.
- Experience in call centre or healthcare customer support is an added advantage.

Required Skills:
- Strong customer service and interpersonal skills.
- Good computer knowledge (MS Office, Email, HIS/LIS software).
- Ability to multitask and work under pressure.
- Good problem-solving and conflict-resolution skills.
- Professional appearance and positive attitude.
- Ability to work in rotational shifts, including weekends and holidays if required.

Key Performance Indicators (KPIs):
- Customer satisfaction (CSAT) score.
- Call response and resolution time.
- Appointment conversion rate.
- Accuracy of patient registration.
- Complaint resolution within defined timelines.
- Patient feedback ratings.
- Attendance and adherence to shift schedules.

Working Conditions:
- Work Location: Diagnostic Centre / Corporate Customer Support Desk
- Shift: Rotational shifts (Day/Night as per business requirement)
- Weekly Off: As per company policy

📌 Walk-in || Customer Support Executive (Chennai)
🏢 Uniscans and Labs
📍 Chennai