Customer Care Executive

Pacific World Foundation; New Delhi; On-site; INR 300,000 - 600,000; Full time

Job summary

Pacific World Foundation is seeking a dedicated role focused on patient communication and service delivery. You will be the first point of contact for patients, caregivers, and healthcare partners, handling calls, emails, and chats with empathy and accuracy.

You will resolve queries, manage cases end-to-end, coordinate with doctors, billing, and admin teams, and maintain precise CRM records while ensuring confidentiality and compliance with quality standards.

Responsibilities

• First point of contact for patients, caregivers, and healthcare partners.
• Handle inbound/outbound calls, emails, and chat professionally and empathetically.
• Provide accurate information on services, appointments, insurance, and billing.
• Resolve patient queries within defined TAT and own cases from start to closure.
• Coordinate with doctors, nurses, billing, pharmacies, operations and admin teams.
• Maintain compassionate, patient-centric communication and resolve complaints.
• Maintain accurate CRM records and ensure data privacy compliance.
• Ensure timely follow-ups and closure within defined timelines.
• Adhere to compliance, ethics, and quality standards; follow SOPs.
• Meet daily/weekly/monthly productivity targets and support KPIs.

Job description

Role & responsibilities

Key Responsibilities: 1. Patient Communication & Service Delivery Act as the first point of contact for patients, caregivers, and healthcare partners. Handle inbound and outbound calls, emails, and chat professionally and empathetically. Provide accurate information related to services, appointments, insurance, and billing. 2. Query Resolution & Case Management Resolve patient and customer queries within defined TAT. Ensure complete case ownership from initiation to closure. Escalate complex cases to supervisors and concerned departments when required. 3. Coordination & Internal Communication Coordinate with doctors, nurses, billing, pharmacies, operations, and admin teams. Ensure smooth inter-departmental communication for faster resolution. Track case progresses and ensures timely closure Principal Accountabilities 4. Patient Experience & Satisfaction Deliver compassionate, respectful, and patient-centric communication. Build trust and positive patient experience through quality service. Handle complaints with professionalism and empathy. 5. CRM & Data Management Maintain accurate records in CRM systems. Update patient interactions, call logs, and service details. Ensure confidentiality and data privacy compliance. 6. Follow-ups & Closure Management Ensure timely follow-ups with patients and internal teams. Track pending cases and ensure closure within defined timelines. Maintain closure reports and follow-up logs. 7. Compliance, Ethics & Quality Standards Adhere to healthcare compliance, ethical guidelines, and organizational policies. Maintain patient confidentiality and data security standards. Follow communication SOPs and quality protocols. 8. Performance & Productivity Management Meet daily/weekly/monthly productivity targets. Maintain service quality standards and performance benchmarks. Support team goals and departmental KPIs.