Coordinator

Krsnaa Diagnostics Limited; Pune District; On-site; INR 200,000 - 260,000; Full time

Job summary

Krsnaa Diagnostics Limited in Pune's Chinchwad area seeks a Customer Support executive to handle patient interactions, feedback and report sharing. The role focuses on maintaining high service quality and accurate records, with a strong emphasis on CSAT monitoring and issue resolution.

The position targets a minimum of 1 year of experience in customer support and operates on a general day shift for male candidates. Training and integration into a patient-centric team are provided.

Qualifications

• Minimum 1 year of experience in customer support or a similar role.

Responsibilities

• Conduct feedback calls for converted patients to assess service quality and customer satisfaction.
• Make reminder calls for home collection appointments scheduled for the next day and ensure timely patient communication.
• Inform patients when diagnostic reports are ready and share reports with patients who have not received them through the portal.
• Manage Smart Report feedback and maintain accurate records of patient interactions and feedback.
• Perform Root Cause Analysis (RCA) for negative customer feedback, identify issues, and coordinate with relevant teams for resolution.
• Track, monitor, and update Customer Satisfaction (CSAT) scores and provide insights for service improvement.
• Prepare and maintain MIS reports related to patient feedback, appointment reminders, report-sharing activities, RCA findings, and CSAT performance.
• Escalate patient concerns when required and ensure timely closure of customer issues.
• Support initiatives aimed at enhancing patient experience, customer engagement, and overall service quality.

Job description

Department- Customer Support

• Conduct feedback calls for converted patients to assess service quality and customer satisfaction.


• Make reminder calls for home collection appointments scheduled for the next day and ensure timely patient communication.


• Inform patients when diagnostic reports are ready and share reports with patients who have not received them through the portal.


• Manage Smart Report feedback and maintain accurate records of patient interactions and feedback.


• Perform Root Cause Analysis (RCA) for negative customer feedback, identify issues, and coordinate with relevant teams for resolution.


• Track, monitor, and update Customer Satisfaction (CSAT) scores and provide insights for service improvement.


• Prepare and maintain MIS reports related to patient feedback, appointment reminders, report-sharing activities, RCA findings, and CSAT performance.


• Escalate patient concerns when required and ensure timely closure of customer issues.


• Support initiatives aimed at enhancing patient experience, customer engagement, and overall service quality.

Location- Chinchwad, Pune

Experience- Min 1 year

Male Candidates (General Shift-Day)