Job Title: Manager – Customer Care

Department: Patient Services / Customer Care
Location: Kharadi Pune
Reporting To: Center Head / Operations Head

Job Summary

The Manager – Customer Care will be responsible for managing the patient experience journey at the IVF hospital. This role ensures high-quality service delivery, patient satisfaction, effective grievance handling, and coordination between clinical and non-clinical teams while maintaining empathy, confidentiality, and professionalism.

Key Responsibilities
Lead, manage, and train the Customer Care / Front Desk / Patient Coordination team
Ensure a smooth patient journey from enquiry, consultation, treatment, billing, to follow-ups
Handle patient queries, feedback, and escalations with sensitivity and professionalism
Monitor and improve patient satisfaction scores and service quality standards
Coordinate closely with doctors, nursing staff, embryology, billing, and operations teams
Ensure compliance with hospital policies, NABH/ART standards, and confidentiality norms
Manage appointment scheduling, TATs, and patient flow to minimize waiting time
Prepare daily, weekly, and monthly MIS reports related to patient services
Implement SOPs for patient handling,



counseling support, and service recovery
Conduct regular team meetings, audits, and performance reviews
Support marketing and CRM teams for patient retention and referral programs

Key Skills & Competencies
Solid leadership and people management skills
Excellent communication (verbal & written) in English, Hindi, and regional language
High level of empathy and patient-centric approach
Problem-solving and conflict resolution skills
Knowledge of healthcare operations, preferably IVF / Fertility services
Proficiency in HMS / CRM systems and MS Office
Ability to work under pressure and handle sensitive situations

Educational Qualification
Graduate / Postgraduate in Hospital Management, Healthcare Administration, MBA, or relevant field

Experience
5–8 years of experience in Customer Care / Patient Services
Minimum 2–3 years in a managerial role within a hospital or IVF/fertility center preferred

Job Type: Full time

Pay: ₹30,000.00 - ₹40,000.00 per month

Perks:
Health insurance
Leave encashment
Paid sick time
Provident Fund

Work Location: In person

📌 Manager Customer Care Majura Gate
🏢 Nova IVF Fertility
📍 Majura Gate