Job Description
Designation: Customer Support Executive
nLocation: Gurugram, Haryana
nExperience Required: 0–1 Year
nSalary: 3–4 LPA
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nRole Summary
nYou'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.
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nKey Responsibilities
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- Patient Query Handling — Respond promptly to patient calls, walk-ins, emails, and messages regarding appointments, treatments, billing, and general queries.n
- Complaint Resolution — Address patient concerns and complaints with empathy and urgency; escalate unresolved issues to the appropriate department and ensure timely closure.n
- 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.n
- Department Coordination — Liaise between patients and departments (reception, nursing, pharmacy, billing) to ensure requests and follow-ups are actioned without delays.n
- Follow-ups & Retention — Conduct post-visit/post-treatment follow-up calls to check patient satisfaction, gather feedback, and encourage continuity of care.n
- Record Maintenance — Maintain accurate logs of patient interactions, complaints, and resolutions; ensure data is updated in the HIS/CRM system.n
- Reporting — Track and report on query volumes, response times, complaint resolution TAT, and patient satisfaction scores on a daily/weekly basis.n
- Process Improvement — Flag recurring issues or bottlenecks in patient experience and suggest improvements to reduce complaints and improve service quality.

📌 Customer Support Executive (Gurugram)
🏢 Oncare
📍 Gurugram