Manager - Customer Care – Nova IVF Fertility
Reporting To: Center Manager
Department: Operations
Qualification: Any Graduate (Healthcare/Hospital Administration preferred)Experience: 2–8 years of experience in customer service

Job Objective:
Lead and manage the customer care function to ensure an exceptional patient experience across all touchpoints, while overseeing front-office operations, patient relationship management, team performance, and service quality standards.

Key Responsibilities

- Manage and supervise the Customer Care Executive team and front-office operations.
- Ensure seamless patient registration, appointment scheduling, and service delivery.
- Monitor patient satisfaction and resolve escalated complaints effectively.
- Drive patient engagement, retention, and follow-up activities.
- Coordinate with doctors, counselors, nursing staff, and operations teams to ensure smooth patient flow.
- Monitor billing coordination, payment collections, and daily operational processes.
- Analyze patient feedback and implement service improvement initiatives.
- Train, coach, and evaluate customer care staff on service excellence and SOP compliance.
- Ensure adherence to organizational policies, quality standards,



and patient confidentiality requirements.
- Prepare and present operational and patient experience reports to management.

Requirements

- Graduate or Postgraduate in Business Administration, Healthcare Management, Hospital Administration, or related field.
- 2–8 years of experience in customer service, patient relations, hospital operations, or healthcare management.
- Prior team management experience preferred.
- Experience in IVF, fertility, healthcare, or hospital settings is an advantage.

Key Skills

- Team Leadership & People Management
- Patient Relationship Management
- Customer Service Excellence
- Complaint Resolution & Escalation Handling
- Operations Coordination
- Communication & Interpersonal Skills
- Reporting & Data Analysis
- Process Improvement & Quality Management

Key Performance Indicators (KPIs)

- Patient Satisfaction (NPS/Feedback Scores)
- Complaint Resolution Turnaround Time
- Appointment Conversion & Retention Rates
- Team Productivity and Performance
- Service Quality Compliance
- Operational Efficiency and Patient Experience Metrics

Pay: ₹25,000.00 - ₹40,000.00 per month

Work Location: In person

📌 Manager - Customer Care (Yelahanka New Town)
🏢 Nova IVF Fertility a Unit of Rhea Healthcare
📍 Yelahanka New Town