Customer Care Executive

Drlogy; Anand; On-site; INR 223,200 - 334,800; Full time

Job summary

Drlogy in Anand, Gujarat is looking for a Customer Care Executive responsible for handling patient inquiries, appointment calls, and service requests. The ideal candidate should possess strong communication skills and a service-focused approach to ensure smooth patient engagement.

The role involves maintaining call records, coordinating with departments, and supporting patient satisfaction through professional interactions. If you have patience and basic computer knowledge, this position could be a great fit for you.

Qualifications

• Experience in handling patient inquiries and calls.
• Ability to maintain records and communication history.
• Capable of coordinating with various hospital departments.

Responsibilities

• Handle inbound and outbound calls related to appointments and inquiries.
• Respond to patient queries with accurate and professional communication.
• Maintain call records and communication history.

Skills

Strong communication skills

Service-focused approach

Basic computer knowledge

Patience

Tools

CRM software

Call management tools

Job description

The Customer Care Executive will be responsible for handling patient inquiries, appointment calls, service requests, follow-ups, and hospital communication support. This requires strong communication skills, patience, computer knowledge, and a service-focused approach. The candidate will support smooth patient engagement by answering calls, resolving basic queries, coordinating with departments, maintaining records, and ensuring every patient interaction is handled professionally and empathetically.

• Handle inbound and outbound calls related to appointments, inquiries, reports, and hospital services.
• Respond to patient and attendant queries with accurate information and professional communication.
• Book, confirm, reschedule, and follow up on patient appointments as per hospital process.
• Maintain call records, inquiry details, follow-up notes, and patient communication history.
• Coordinate with OPD, reception, billing, diagnostics, doctors, and support departments for query resolution.
• Track missed calls, pending callbacks, service requests, and unresolved patient issues.
• Follow hospital communication scripts, escalation process, and service quality standards.
• Assist patients with basic guidance regarding consultation, reports, billing, and hospital facilities.
• Handle complaints politely and elevate complex concerns to senior staff or management.
• Support promotional calls, health checkup reminders, and patient feedback activities when assigned.
• Maintain confidentiality of patient information and hospital records.
• Prepare daily call reports, inquiry summaries, and follow-up trackers for management.
• Use hospital software, CRM, or call management tools accurately for data entry.
• Maintain a calm, polite, and helpful attitude during all patient interactions.
• Contribute to improved patient satisfaction, better communication, and faster service response.