Key Responsibilities: 1.

Patient

Communication &

• Service Delivery • Act as the first point of contact for patients, caregivers, and healthcare partners.

- Handle inbound and outbound calls, emails, and chat professionally and empathetically.
- Provide accurate information related to services, appointments, insurance, and billing. 2.

Query

Resolution &

• Case Management • Resolve patient and customer queries within defined TAT.
- Ensure complete case ownership from initiation to closure.
- Escalate complex cases to supervisors and concerned departments when required.
- Coordination &
- Internal Communication • Coordinate with doctors, nurses, billing, pharmacies, operations, and admin teams.
- Ensure smooth inter-departmental communication for faster resolution.
- Track case progresses and ensures timely closure Principal Accountabilities 4.

Patient

Experience &

• Satisfaction • Deliver compassionate, respectful, and patient-centric communication.
- Build trust and positive patient experience through quality service.




- Handle complaints with professionalism and empathy.
- CRM &
- Data Management • Maintain accurate records in CRM systems.
- Update patient interactions, call logs, and service details.
- Ensure confidentiality and data privacy compliance.
- Follow-ups &
- Closure Management • Ensure timely follow-ups with patients and internal teams.
- Track pending cases and ensure closure within defined timelines.
- Maintain closure reports and follow-up logs.
- Compliance, Ethics &
- Quality Standards • Adhere to healthcare compliance, ethical guidelines, and organizational policies.
- Maintain patient confidentiality and data security standards.
- Follow communication SOPs and quality protocols.
- Performance &
- Productivity Management • Meet daily/weekly/monthly productivity targets.
- Maintain service quality standards and performance benchmarks.
- Support team goals and departmental KPIs. Role & responsibilities

Preferred candidate profile

📌 Customer Care Executive (New Delhi)
🏢 Pacific World Foundation
📍 New Delhi