Job Description - Customer Support Executive (Hospital)

Position : Customer Support Executive Department : Customer Support / Patient Experience Location : Hospital Premises / Centralized Support Center Employment Type : Full-Time

Job Summary

We are looking for a customer-focused and empathetic Customer Support Executive to manage patient interactions across multiple communication channels, including inbound calls, outbound calls, and chatbot support. The role is responsible for delivering exceptional patient service, ensuring timely query resolution, appointment management, and maintaining a seamless patient experience.

Key Responsibilities

- Handle inbound calls from patients and attendants professionally and courteously.
- Make outbound calls for appointment confirmations, follow-ups, feedback collection, reminders, and other hospital campaigns.
- Monitor and respond to patient queries received through the hospital chatbot and other digital communication channels.
- Assist patients with appointment booking, rescheduling, cancellations, and service-related information.
- Provide accurate information regarding doctors, departments, hospital services, timings, and policies.
- Escalate unresolved or critical issues to the concerned departments and ensure timely closure.
- Maintain accurate records of all interactions in the Hospital Information System (HIS), CRM, or ticketing platform.
- Achieve defined Service Level Agreements (SLAs), quality parameters, and productivity targets.
- Coordinate effectively with clinical, administrative,



and support departments to ensure smooth patient service.
- Adhere to hospital protocols, data privacy, and confidentiality guidelines at all times.

Required Skills :

- Excellent verbal and written communication skills (Hindi & English; additional regional language is an advantage).
- Strong customer service orientation with empathy and patience.
- Valuable typing speed and computer proficiency.
- Ability to multitask across calls, chatbot, and hospital software simultaneously.
- Strong problem-solving and interpersonal skills.
- Ability to work under pressure in a fast-paced healthcare environment.

Eligibility

- Graduate in any discipline (preferred).
- 06 months-2 years of experience in customer support, call center, patient support, healthcare, hospitality, or service industries.
- Fresh graduates with excellent communication skills and a customer-centric attitude may also apply.

Working Hours

- Rotational Shifts : This role requires working in rotational shifts, including morning, evening, night, weekends, and public holidays as per operational requirements.
- Weekly Off : One rotational weekly off will be provided as per the roster.

Preferred Attributes

- Positive attitude and professional grooming.
- Ability to handle sensitive patient interactions with empathy.
- Team player with a willingness to learn and adapt.
- Commitment to delivering an exceptional patient experience.

Pay: ₹13,000.00 - ₹15,000.00 per month

Benefits :

- Flexible schedule
- Leave encashment

Work Location: In person

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