Customer Support Executive - Patient Experience

Aesthetic And Cosmetic Surgery Clinic Llp; Mumbai; Vor Ort; INR 300.000 - 500.000; Vollzeit

Zusammenfassung

Aesthetic And Cosmetic Surgery Clinic Llp in Mumbai, Maharashtra seeks a proactive Front Desk / Patient Coordinator to manage calls, WhatsApp inquiries, and appointment requests. You will welcome patients, coordinate clinic visits, maintain records and ensure smooth patient flow through the center.

The role requires 1-3 years in customer service, with preference for healthcare or premium clinic experience. Strong English and Hindi communication, interpersonal and organisational skills are

Qualifikationen

• Graduate preferred.
• 1-3 years of customer service or front-office experience.
• Experience in healthcare, luxury hospitality or premium clinics preferred.
• Excellent English and Hindi communication.
• Strong interpersonal and organisational skills.

Aufgaben

• Manage incoming calls, WhatsApp enquiries and appointment requests.
• Schedule and confirm patient appointments.
• Welcome patients and coordinate their clinic visits.
• Maintain patient communication and appointment records.
• Coordinate between doctors, therapists and patients.
• Conduct appointment reminders and post-treatment follow-ups.
• Handle patient concerns and escalated complaints appropriately.
• Ensure waiting times and patient movements are managed.
• Support patient feedback collection and service improvement.
• Maintain patient confidentiality and professional etiquette.

Kenntnisse

English & Hindi communication

Interpersonal skills

Organisational skills

Customer service

Ausbildung

Graduate degree preferred

Jobbeschreibung

Role objective:

Deliver a seamless and personalised patient journey from the first enquiry through consultation, treatment and post-treatment follow-up.

Key responsibilities

• Manage incoming calls, WhatsApp enquiries and appointment requests.
• Schedule and confirm patient appointments.
• Welcome patients and coordinate their clinic visits.
• Maintain patient communication and appointment records.
• Coordinate between doctors, therapists and patients.
• Conduct appointment reminders and post-treatment follow-ups.
• Handle patient concerns and escalated complaints appropriately.
• Ensure waiting times and patient movements are managed.
• Support patient feedback collection and service improvement.
• Maintain patient confidentiality and professional etiquette.

Qualifications

• Graduate preferred.
• 1-3 years of customer service or front-office experience.
• Experience in healthcare, luxury hospitality or premium clinics preferred.
• Excellent English and Hindi communication.
• Strong interpersonal and organisational skills.

KPIs

• Patient satisfaction scores.
• Call and WhatsApp response time.
• Appointment confirmation rate.
• No-show reduction.
• Patient follow-up completion.
• Complaint resolution time.
• Accuracy of patient records.

Reports to: Clinic Manager.