Job Title: Customer Support Executive Department: Customer Support / Front Office Industry: Diagnostic Centre / Healthcare Location: Saidapet, Chennai Reporting To: Customer Support Manager / Centre Manager Job SummaryThe Customer Support Executive is responsible for handling customer and patient queries, providing accurate information about diagnostic services, coordinating appointments and home collections, and ensuring a positive patient experience from enquiry to report delivery. Key ResponsibilitiesHandle incoming and outgoing calls from patients, customers, doctors, and corporate clients. Respond to customer enquiries regarding diagnostic tests, packages, pricing, preparation requirements, and report availability.

Schedule and coordinate appointments for laboratory tests, scans, health check-ups, and home sample collections. Coordinate with phlebotomists, technicians, radiology teams, and centre staff for smooth service delivery. Provide patients with accurate instructions regarding test preparation and required documents.

Follow up on pending appointments, home collections, reports, and customer requests. Handle complaints and resolve customer concerns professionally and promptly. Escalate unresolved or critical issues to the concerned supervisor or Centre Manager.

Maintain accurate customer and patient information in the CRM/HIS or relevant system. Coordinate with branches and internal departments regarding patient requirements. Assist customers with online report access, report delivery, and other service-related queries.

Maintain proper records of calls, complaints, feedback, and follow-ups. Conduct customer satisfaction follow-ups where required. Promote diagnostic packages, preventive health check-ups,



and other relevant services.

Ensure confidentiality and proper handling of patient information. Follow organizational SOPs, quality standards, and healthcare service protocols.

Required

SkillsExcellent verbal and written communication skills. Good telephone etiquette and active listening skills. Strong customer service orientation. Patience and empathy while dealing with patients. Positive problem-solving and interpersonal skills.

Ability to handle multiple calls and tasks efficiently. Basic computer knowledge and proficiency in MS Office. Knowledge of CRM/HIS or healthcare software is an advantage. Ability to work effectively under pressure.

Good coordination and follow-up skills. QualificationAny Graduate / Diploma holder. Candidates with experience in healthcare, hospitals, diagnostic centres, BPO, call centres, or customer service will be preferred.

Experience Preferred: 1–3 years of experience in customer support, healthcare front office, hospital, diagnostic centre, or BPO operations.

Key Performance

Indicators (KPIs)Number of calls handled. Appointment conversion rate. Customer satisfaction and feedback. Complaint resolution time. Accuracy of information provided. Follow-up completion rate. Home collection coordination efficiency. Patient retention and service quality.

Working

ConditionsWillingness to work in rotational shifts, including night shifts, if required. Ability to handle high call volumes and urgent patient requirements. Professional and courteous interaction with patients at all times.

Note: The Customer Support Executive represents the organization during customer interactions and is expected to maintain a high standard of professionalism, empathy, confidentiality, and service excellence.

📌 Customer Support Executive (Chennai)
🏢 Uniscans and Labs
📍 Chennai