Order Management Executive (Patient Care Executive )

Ajay Enterprises; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Ajay Enterprises in Mumbai is seeking a customer-centric Patient Support Associate to handle patient interactions, maintain records, and ensure timely follow-ups within the Patient Support Program.

You will communicate with patients via calls and approved channels, coordinate with internal teams for timely resolutions, and prepare regular reports on interactions, status, and pending cases.

Qualifications

• Excellent verbal communication skills.
• Ability to communicate with patients in a polite, empathetic, and professional manner.
• Good listening and problem-solving skills.

Responsibilities

• Handle approximately 60–70 patient cases per month initially, with the volume expected to increase as the program scales.
• Manage and coordinate patient interactions under the assigned Patient Support Program.
• 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.

Skills

Communication skills

Interpersonal skills

MS Excel

CRM systems

Education

Graduate

Pharma/Life Sciences background preferred

Tools

CRM software

Patient management systems

Job description

Role & responsibilities

• Handle approximately 6070 patient cases per month initially, with the volume expected to increase as the program scales.
• Manage and coordinate patient interactions under the assigned Patient Support Program.
• 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.

Preferred candidate profile

• 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.

Experience

• 13 years of relevant experience is preferred.
• Prior experience in tele-calling, patient interaction, customer support, healthcare/pharma operations, or Patient Support Programs will be highly preferred.
• Freshers with excellent communication skills and the right attitude may also be considered.

Education

• Graduate in any discipline.
• Candidates with a background in Pharmacy, Life Sciences, Healthcare, or related fields will be preferred