Patient Calling & Coordination Executive

Mitra Industries; Delhi; On-site; INR 300,000 - 600,000; Full time

Job summary

Mitra Industries is seeking a dedicated patient liaison and coordination executive in Delhi to handle outbound calls, collect feedback, and coordinate with multiple departments. The role emphasizes patient satisfaction, accurate CRM updates, and timely resolution of concerns.

The candidate should have a graduate degree and 1–3 years in telecalling or healthcare operations, with strong Hindi/English communication, basic Excel/CRM skills, and excellent follow-up abilities.

Qualifications

• Graduate in any discipline; preferably healthcare management, business administration, or related field.
• 1–3 years of experience in telecalling, customer care, patient coordination, or healthcare operations.
• Good verbal communication skills in Hindi and English.
• Basic knowledge of MS Excel, email, CRM, and data entry.
• Good interpersonal and coordination skills.
• Ability to handle customer complaints patiently and professionally.
• Strong follow-up, time-management, and reporting skills.

Responsibilities

• Make outbound calls to patients as per data shared by Customer Care/RCM team.
• Follow up with patients after procedures, treatments, or hospital visits.
• Enquire about patient experience and difficulties faced.
• Provide basic information and guidance per company guidelines.
• Identify patient concerns and elevate medical queries to professionals.
• Maintain regular follow-up with patients regarding unresolved complaints and service requests.
• Record feedback accurately in CRM/Mitra App/reporting system.
• Prepare daily, weekly, and monthly feedback reports.
• Coordinate with Customer Care, RCM, Sales, Service, Clinical to resolve issues.
• Forward patient complaints to respective departments and follow up until resolution.
• Ensure timely resolution and escalation where needed.
• Maintain accurate records of all calls and update CRM.

Skills

Verbal English/Hindi

CRM usage

MS Excel

Data entry

Coordination skills

Patient coordination

Education

Graduate degree

Tools

CRM software

MS Excel

Job description

Job Purpose:

To ensure effective communication with patients and customers through regular follow-up calls, collection of feedback, resolution coordination, and interdepartmental communication. The primary objective is to improve patient satisfaction, strengthen customer relationships, ensure timely issue resolution, and maintain accurate customer interaction records.

Key Responsibilities:

A. Patient Calling & Follow-up

• 1. Make outbound calls to patients as per the data shared by the Customer Care / RCM team.
• 2. Follow up with patients after procedures, treatments, or hospital visits, wherever applicable.
• 3. Enquire about patient experience, satisfaction levels, and any difficulties faced.
• 4. Provide basic information and guidance regarding available services, as per approved company guidelines.
• 5. Identify patient concerns and elevate medical or clinical queries to the concerned medical professionals.
• 6. Maintain regular follow-up with patients regarding unresolved complaints and service requests.

B. Customer Feedback Management

• 1. Collect feedback from patients, doctors, hospitals, and customers through telephone calls.
• 2. Record feedback accurately in the CRM / Mitra App / designated reporting system.
• 3. Identify recurring complaints, service gaps, and areas requiring improvement.
• 4. Share positive feedback and customer appreciation with the concerned departments.
• 5. Maintain a record of customer complaints, suggestions, and satisfaction levels.
• 6. Prepare daily, weekly, and monthly feedback reports.

C. Interdepartmental Coordination

• 1. Coordinate with Customer Care, RCM, Sales, Service, Clinical, and other concerned departments for timely resolution of customer issues.
• 2. Forward patient complaints and service-related concerns to the respective department.
• 3. Follow up with concerned employees until the issue is resolved.
• 4. Ensure that pending cases are regularly monitored and escalated to the reporting manager.
• 5. Coordinate with the Sales and Service teams for customer-related updates and necessary support.
• 6. Communicate the resolution status to patients/customers wherever required.

D. CRM & MIS Management

• 1. Maintain accurate records of all incoming and outgoing calls.
• 2. Update patient feedback, call remarks, complaint status, and follow-up dates in CRM.
• 3. Ensure that no patient feedback or complaint remains undocumented.
• 4. Prepare daily calling reports, pending complaint reports, and department-wise follow-up reports.
• 5. Maintain confidentiality of patient information and company data.

Key Performance Indicators (KPIs)

• 1. Number of patient/customer calls completed per day.
• 2. Percentage of successful patient connections.
• 3. Percentage of feedback collection against assigned data.
• 4. Timely CRM updates and accuracy of call records.
• 5. Number of complaints successfully coordinated and closed.
• 6. Average turnaround time for complaint follow-up.
• 7. Percentage of pending cases followed up within the defined timeline.
• 8. Customer satisfaction and feedback improvement.
• 9. Timely submission of daily, weekly, and monthly MIS reports.

Required Qualifications & Skills

• Graduate in any discipline; preferably in healthcare management, business administration, or a related field.
• 1 to 3 years of experience in telecalling, customer care, patient coordination, or healthcare operations.
• Good verbal communication skills in Hindi and English.
• Basic knowledge of MS Excel, email, CRM, and data entry.
• Good interpersonal and coordination skills.
• Ability to handle customer complaints patiently and professionally.
• Strong follow-up, time-management, and reporting skills.

5. Expected Behaviour & Professional Standards

• Maintain polite, professional, and empathetic communication with patients.
• Ensure accuracy and confidentiality of patient information.
• Avoid making any medical commitments or providing unauthorized clinical advice.
• Maintain discipline in calling schedules and follow-up activities.
• Take ownership of assigned cases until proper closure or escalation.
• Maintain a positive and service-oriented approach.

Expected Outcome

The employee will act as a coordination link between patients/customers and internal departments, ensuring effective patient communication, systematic feedback collection, timely complaint resolution, and improved overall customer satisfaction.