Customer Care Executive

Kauvery Hospital; Chennai District; On-site; INR 600,000 - 1,000,000; Full time

Benefits offered by this job

Job summary

Kauvery Hospital in Chennai invites a CRM focused professional to enhance the patient journey. The role centers on building relationships with patients, families, healthcare providers, and partners to drive satisfaction.

You will engage patients through calls, emails, and in-person meetings, educate on services, analyze patient data, and collaborate with clinical and admin teams to improve retention and service quality.

Qualifications

• Strong communication skills to engage patients and staff.
• Ability to address patient concerns and feedback promptly.
• Experience with CRM tools and data entry for patient interactions.
• Comfort with data analysis to identify trends in patient experience.

Responsibilities

• Build and maintain relationships with patients, families, and healthcare partners.
• Act as liaison between the organization and patients for needs and feedback.
• Engage with patients via calls, emails, or meetings to address healthcare needs.
• Educate patients on services, treatments, and procedures to aid decisions.
• Develop and implement patient retention strategies to enhance loyalty.
• Prepare reports on patient satisfaction and CRM activities for management.

Skills

Interpersonal Communication

Problem-Solving

Data Analysis

Empathy and Compassion

Organizational Skills

Tools

CRM software

Job description

Job Description
Job description:
Main Objective of the Role

• Build and maintain relationships with patients, families, healthcare providers, and partners.

1. Relationship Management

• Act as a liaison between the healthcare organization and its patients, addressing patient needs, concerns, and feedback.
• Monitor patient satisfaction and ensure any issues or complaints are resolved effectively.

2. Patient Engagement

• Engage with patients regularly through calls, emails, or face-to-face meetings to understand and address their healthcare needs.
• Educate patients on healthcare services, available treatments, or procedures to help them make informed decisions.
• Develop and implement patient retention strategies to enhance loyalty.

3. Data Management and Reporting

• Maintain accurate records of patient interactions and feedback.
• Analyze patient data to identify trends and opportunities for service improvement.
• Prepare reports on patient satisfaction, feedback, and CRM activities for management.

4. Cross-functional Collaboration

• Work with healthcare providers, administrative staff, and marketing teams to enhance patient experience.
• Ensure alignment of CRM strategies with organizational goals in patient care and service delivery.
• Participate in cross-functional meetings to develop strategies for patient engagement and retention.

5. Program Development and Implementation

• Design and implement programs aimed at improving the patient journey and overall experience.

6. Skills

• Interpersonal Communication: Excellent verbal and written communication skills to engage effectively with patients and healthcare staff.
• Problem-Solving: Ability to quickly address patient issues or concerns to maintain a positive relationship.
• Data Analysis: Comfortable with CRM tools, data entry, and analysis to monitor and improve patient experience.
• Empathy and Compassion: Understanding patient concerns and needs, especially in sensitive healthcare environments.
• Organizational Skills: Strong time management and multitasking abilities to handle multiple patient interactions and follow-ups.
• A CRM in healthcare ultimately aims to ensure a smooth, supportive, and satisfying experience for patients, contributing to both their well-being and the success of the healthcare organization.