We are looking for a Customer Services & Patient Onboarding Executive to join our Customer Services & Onboarding team. The role involves interacting with patients, caregivers, doctors and internal teams to understand concerns, provide timely resolutions, coordinate patient onboarding and ensure a smooth end-to-end customer experience.
Candidates with experience in healthcare, pharma, patient care, customer support, patient coordination or CRM operations are preferred.
Key Responsibilities
- Handle inbound calls from patients, caregivers, doctors and families.
- Understand customer/patient concerns and provide appropriate solutions within defined timelines.
- Coordinate with patients, doctors, caregivers and internal Lupin teams for smooth service delivery.
- Handle and resolve customer and field complaints through proper follow-up and coordination.
- Use email and chat channels to understand issues and provide timely resolutions.
- Ensure regular follow-ups until customer/patient concerns are completely resolved.
- Maintain accurate records of customer/patient interactions in the CRM platform.
- Process customer/patient accounts and maintain relevant documents and records.
- Complete patient assignments to coaches within the required timeline.
- Communicate any special patient requirements or requests to the concerned coaches/team members.
- Coordinate with Field, LCM, NC and HC teams to ensure smooth program operations.
- Maintain accuracy, confidentiality and quality while handling patient information.
- Follow established SOPs, processes and service standards.
Pay: Up to ₹33,000.00 per month
Application Question(s)
- What is your Notice period
- Current CTC
Experience:
- Domestic voice process: 1 year (Preferred)
- Non-voice: 1 year (Preferred)