JOB DESCRIPTION TRAINER
Designation: Trainer -Customer Care, Phlebotomy & Front Office
Experience: 3-6 Years
Employment Type: Full-Time
Reporting To: Director
Location: As per Organizational requirement/GK Head office t Current Delhi

Job Purpose
To design and deliver effective training programs for Customer Care Executives, Phlebotomists and Front Office staff, ensuring employees develop the required knowledge, communication skills, technical understanding, customer-handling capabilities and service standards necessary to deliver an excellent patient experience.
The Trainer will be responsible for process training, refresher training, skill development, assessments and on-the-job coaching across customer-facing and patient-service functions.

Key Responsibilities

A. Training Needs Analysis
- Identify training requirements for Customer Care, Phlebotomy and Front Office teams.
- Conduct training needs assessments based on performance gaps, customer feedback, audits and business requirements.
- Coordinate with HR and department heads to identify skill and knowledge gaps.




- Prepare monthly/quarterly training plans based on organizational priorities.

B. Customer Care Training
Train Customer Care Executives on:
- Telephone etiquette and professional communication.
- Patient interaction and empathy.
- Handling inbound and outbound calls.
- Appointment booking and test-related queries.
- Explaining laboratory services and processes accurately.
- Complaint handling and conflict resolution.
- Escalation management.
- Cross-selling/up-selling of relevant services where applicable.
- Call quality standards and adherence to scripts.
- CRM/LIS usage and accurate documentation.
- Handling difficult, anxious or dissatisfied patients professionally.

C. Front Office Training
Train Front Office staff on:
- Patient greeting and registration standards.
- Professional behavior and grooming.
- Patient communication and hospitality.
- Billing and payment processes.
- Appointment management

📌 Trainer (Delhi)
🏢 Dr. P Bhasin Path Lab
📍 Delhi