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.
- Valuable 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.

ExperiencePreferred: 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