Order Management Executive

Ajay Enterprises; Mumbai; On-site; INR 350,000 - 520,000; Full time

Job summary

Ajay Enterprises in Mumbai seeks a Patient Support Associate to handle patient interactions under the assigned Patient Support Program. You will manage about 60–70 cases monthly initially, communicate empathetically by phone and other approved channels, and coordinate with internal teams to resolve queries.

You will maintain patient records in Excel and other systems, generate reports, ensure confidentiality, and support operations to improve the patient experience.

Qualifications

• Professional communication with patients.
• Ability to empathize and respond calmly.
• Strong data entry and record-keeping.
• Experience with CRM or patient management systems.

Responsibilities

• Manage and coordinate patient interactions under the assigned Patient Support Program.
• Handle approximately 60–70 patient cases per month initially, with volume growth as the program scales.
• Communicate with patients respectfully via calls and approved channels.
• Conduct timely follow-ups and track case status.
• Coordinate with internal teams to resolve queries.
• Maintain accurate patient records and documentation.
• Ensure confidentiality of patient information.
• Update data and reports using Excel and other systems.
• Prepare regular reports on interactions, follow-ups, and case status.
• Escalate unresolved concerns to the appropriate team.
• Collaborate with stakeholders to complete activities on time.
• Follow SOPs, guidelines, and compliance requirements.
• Proactively identify pending activities and ensure closure.
• Support the team to improve patient experience and operations.

Skills

Verbal communication

Empathetic communication

Active listening

Query handling

Tools

MS Excel

CRM systems

Patient management systems

Job description

Role & responsibilities

. Manage and coordinate patient interactions under the assigned Patient Support Program.

• Handle approximately 6070 patient cases per month initially, with the volume expected to increase as the program scales.
• Communicate with patients professionally and empathetically through telephone calls and other approved communication channels.
• Conduct timely follow-ups with patients regarding their program-related requirements and ensure cases are appropriately tracked.
• Understand patient queries and coordinate with the relevant internal teams for timely resolution.
• Maintain accurate and up-to-date patient records, case details, follow-up status, and documentation.
• Ensure all patient-related information is handled with confidentiality and sensitivity.
• Update and maintain patient data and reports using MS Excel and other relevant systems.
• Prepare regular reports related to patient interactions, follow-ups, pending cases, and case status.
• Escalate critical or unresolved patient concerns to the appropriate team members or reporting manager.
• Coordinate effectively with internal stakeholders to ensure timely completion of patient-related activities.
• Follow defined SOPs, process guidelines, quality standards, and compliance requirements.
• Demonstrate a proactive approach in identifying pending activities and ensuring timely closure.
• Support the team in improving the overall patient experience and operational efficiency.

Communication & Interpersonal Skills

• Excellent verbal communication skills.
• Ability to communicate with patients in a polite, empathetic, and professional manner.
• Good listening and problem-solving skills.
• Comfortable handling different types of patient queries and interactions.

Technical Skills

• Functional knowledge of MS Excel.
• Ability to maintain and update data accurately.
• Comfortable working with CRM, patient management systems, or other digital platforms.