Job Title: Customer Success Executive
Department: Customer Support / Patient Experience
Experience: 1–3 Years Preferred
Job Type: Full-Time

Job Overview

We are looking for a Customer Success Executive to ensure a smooth and positive experience for patients throughout their physiotherapy journey. The role involves following up with patients who miss scheduled sessions, understanding their concerns, coordinating appointments, and collecting feedback to improve patient satisfaction and treatment continuity.

Key Responsibilities

1. Patient Follow-up & Session Attendance

- Call patients who have missed their scheduled physiotherapy sessions.
- Understand and record reasons for missed appointments.
- Encourage patients to continue their treatment as advised by the physiotherapist, without providing medical advice.
- Maintain follow-up records and update CRM details.

2. Session Scheduling & Coordination

- Coordinate with patients to schedule or reschedule sessions.
- Check session availability and coordinate with the concerned team.
- Send appointment confirmations and reminders.
- Follow up with patients to ensure session attendance.

3. Patient Feedback & Satisfaction

- Collect feedback regarding patient experience and service quality.
- Understand concerns related to sessions, scheduling, and communication.
- Escalate complaints to the appropriate team.
- Follow up to ensure patient concerns are addressed.

4. CRM & Daily Reporting

- Maintain accurate records of patient calls, feedback, and follow-ups.




- Update patient status and follow-up details in CRM.
- Prepare daily reports covering calls, rescheduled sessions, feedback, and escalations.

5. Patient Retention & Experience

- Build positive relationships through professional and empathetic communication.
- Identify patients who may discontinue their treatment.
- Coordinate with the concerned team to resolve patient concerns.
- Support improvements in patient attendance and retention.

Required Skills & Qualifications

- Good verbal communication skills in English and Hindi.
- Strong listening, patient-handling, and problem-solving abilities.
- Positive coordination and follow-up skills.
- Basic knowledge of MS Excel, Google Sheets, and CRM tools.
- Empathetic, organized, and patient-focused approach.
- Ability to manage daily targets and maintain accurate records.

Key Performance Indicators (KPIs)

- Number of patient follow-up calls completed.
- Successful contact rate for patients missing sessions.
- Number of missed sessions successfully rescheduled.
- Patient feedback collection rate.
- Timely resolution and escalation of complaints.
- Improvement in patient attendance and retention.
- Accuracy of CRM updates and daily reports.

Expected Outcome

The Customer Success Executive will be responsible for improving patient communication, reducing missed sessions, encouraging treatment continuity, and delivering an excellent overall patient experience.

Interested Candidates

Contact: +91 (phone hidden)

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

Work Location: In person

📌 Customer Success Executive (India)
🏢 Expedite Informatics
📍 India