The Customer Care Executive (CCE) is responsible for ensuring a positive patient experience by handling inquiries, appointments, patient feedback, and service-related concerns. The role acts as a bridge between patients and hospital departments to ensure smooth coordination and high-quality patient care.
Key Responsibilities
Attend and manage patient inquiries through phone calls, walk-ins, WhatsApp, and email.
Schedule, confirm, and reschedule doctor appointments.
Guide patients regarding hospital services, departments, procedures, and facilities.
Coordinate with doctors, nursing staff, billing, pharmacy, and diagnostic teams for patient support.
Address patient complaints and ensure timely resolution or escalation.
Collect patient feedback and maintain satisfaction records.
Maintain accurate patient records in the Hospital Management System (HMS).
Follow up with patients for appointments, investigations, and treatment plans.
Assist patients during admission, discharge, and billing processes.
Ensure adherence to hospital policies and patient confidentiality standards.