Job Summary

The Outbound Customer Service Executive will be responsible for proactive patient outreach to support appointment scheduling, treatment follow-ups, care coordination, and patient education at Luma Fertility. This role plays a critical part in ensuring a compassionate, responsive, and seamless patient journey from first contact through ongoing care.

Key Responsibilities

Outbound Patient Engagement

- Make proactive outbound calls to current and existing patients for:

- Appointment scheduling and confirmations

- Follow-ups on inquiries, consultations, and treatment plans

- Post-visit check-ins and patient feedback

- Educate patients on next steps in their fertility journey, services offered, and required documentation

Care Coordination & Support

- Act as a liaison between patients, clinical teams, and administrative staff
- Ensure timely follow-ups on lab work, consultations, and treatment timelines
- Address patient questions with empathy and accuracy, escalating clinical queries appropriately

Process & Documentation

- Accurately update patient information, call outcomes, and notes in CRM / EMR systems
- Follow outbound call scripts while personalizing conversations to patient needs
- Adhere to HIPAA and internal data privacy standards at all times

Performance & Quality

- Meet outbound call volume, follow-up SLAs,



and patient satisfaction benchmarks
- Identify recurring patient concerns and share insights with leadership to improve processes
- Participate in training, quality audits, and continuous improvement initiatives

Required Qualifications

- HSC and above
- 1-3 years of outbound customer service, patient services, or healthcare call centre experience
- Excellent verbal communication and active listening skills
- High emotional intelligence and comfort discussing sensitive topics
- Proficiency with CRM systems, call management tools, and basic MS Office / Google Workspace

Preferred Qualifications

- Experience in fertility, IVF, women’s health, or specialty healthcare
- Familiarity with EMR systems and healthcare compliance standards
- Multilingual abilities (preferred but not mandatory)

Key Skills & Competencies

- Empathy and patient-first mindset
- Strong follow-through and organizational skills
- Ability to handle emotional conversations with professionalism
- Detail-oriented with accurate documentation habits
- Results-driven while maintaining care quality

Pay: ₹18,000.00 - ₹30,000.00 per month

Benefits :

- Paid sick time
- Provident Fund

Application Question(s): Work Location: In person

📌 Outbound Customer Service Executive (Bahera West)
🏢 Luma fertility
📍 Bahera West