Job highlights

- Graduate preferably in Pharmacy, Life Sciences or Healthcare with 1-3 years experience in patient support or healthcare operations and proficiency in MS Excel and CRM systems

- Manage and coordinate patient interactions, handle 60-70 cases monthly, maintain records, conduct follow-ups, escalate issues, and prepare reports

Role & responsibilities

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- Handle approximately 6070 patient cases per month initially, with the volume expected to increase as the program scales.

- Manage and coordinate patient interactions under the assigned Patient Support Program.

- Communicate with patients professionally and empathetically through telephone calls and other approved communication channels.

- Conduct timely follow-ups with patients regarding their program-related requirements and ensure cases are appropriately tracked.

- Understand patient queries and coordinate with the relevant internal teams for timely resolution.

- Maintain accurate and up-to-date patient records, case details, follow-up status, and documentation.

- Ensure all patient-related information is handled with confidentiality and sensitivity.

- Update and maintain patient data and reports using MS Excel and other relevant systems.

- Prepare regular reports related to patient interactions, follow-ups, pending cases, and case status.

- Escalate critical or unresolved patient concerns to the appropriate team members or reporting manager.





- Coordinate effectively with internal stakeholders to ensure timely completion of patient-related activities.

- Follow defined SOPs, process guidelines, quality standards, and compliance requirements.

- Demonstrate a proactive approach in identifying pending activities and ensuring timely closure.

- Support the team in improving the overall patient experience and operational efficiency.

Preferred candidate profile

- Communication & Interpersonal Skills

- Excellent verbal communication skills.

- Ability to communicate with patients in a polite, empathetic, and qualified manner.

- Good listening and problem-solving skills.

- Comfortable handling different types of patient queries and interactions.

- Technical Skills

- Functional knowledge of MS Excel.

- Ability to maintain and update data accurately.

- Comfortable working with CRM, patient management systems, or other digital platforms.

Experience

- 13 years of relevant experience is preferred.

- Prior experience in tele-calling, patient interaction, customer support, healthcare/pharma operations, or Patient Support Programs will be highly preferred.

- Freshers with excellent communication skills and the right attitude may also be considered.

Education

- Graduate in any discipline.

- Candidates with a background in Pharmacy, Life Sciences, Healthcare, or related fields will be preferred

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