Designation: Customer Support Executive

Location: Gurugram, Haryana

Experience Required: 0–1 Year

Salary: 3–4 LPA

Role Summary

You'll be the primary point of contact for patients and their families, ensuring a smooth, courteous, and responsive experience across every touchpoint — from enquiries and appointment scheduling to complaint resolution and follow-ups. The role focuses on patient satisfaction, timely issue resolution, and explicit communication between patients and internal departments.

Key Responsibilities
- Patient Query Handling — Respond promptly to patient calls, walk-ins, emails, and messages regarding appointments, treatments, billing, and general queries.
- Complaint Resolution — Address patient concerns and complaints with empathy and urgency; escalate unresolved issues to the appropriate department and ensure timely closure.
- Patient Experience & Post-Consultation Feedback — Proactively check in with patients after treatment/procedures to understand their experience, capture feedback through calls or structured forms,



identify areas of dissatisfaction early, and share insights with relevant teams to drive service improvements.
- Department Coordination — Liaise between patients and departments (reception, nursing, pharmacy, billing) to ensure requests and follow-ups are actioned without delays.
- Follow-ups & Retention — Conduct post-visit/post-treatment follow-up calls to check patient satisfaction, gather feedback, and encourage continuity of care.
- Record Maintenance — Maintain accurate logs of patient interactions, complaints, and resolutions; ensure data is updated in the HIS/CRM system.
- Reporting — Track and report on query volumes, response times, complaint resolution TAT, and patient satisfaction scores on a daily/weekly basis.
- Process Improvement — Flag recurring issues or bottlenecks in patient experience and suggest improvements to reduce complaints and improve service quality.

Skills Required
- Technical: MS Excel, Google Shee

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