Designation: Customer Support Executive Location: Gurugram, Haryana Experience Required: 0–1 Year Salary: 3–4 LPARole 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 transparent 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 Sheets, MS Office, HIS/CRM kno

📌 Customer Support Executive (Gurugram)
🏢 Oncare
📍 Gurugram