Service Executive

Keka Technologies Private Limited; Pune District; On-site; INR 300,000 - 600,000; Full time

Job summary

Keka Technologies Private Limited is seeking a proactive Service Executive to ensure seamless patient service delivery and operational coordination. You will schedule webinars, coordinate with doctors and departments, and provide timely support across multiple channels.

The role involves data management in CRM/HMIS, handling queries, coordinating with teams, and ensuring an exceptional patient experience throughout the service journey.

Qualifications

• Bachelor's degree required; Healthcare/Operations certification is a plus.
• 1–3 years in customer service, healthcare operations, or patient coordination preferred.
• Strong communication and data management skills required.

Responsibilities

• Schedule webinars and education sessions; coordinate with doctors, speakers, and departments.
• Handle patient queries via calls, WhatsApp, email; provide accurate information.

Skills

Customer service

Communication

Interpersonal skills

Problem solving

Education

Bachelor's degree

Healthcare/Operations certification

Tools

MS Office

CRM/HMIS

Google Workspace

Video conferencing tools

Job description

Reporting To: Service Manager / Operations Manager

Job Summary

We are looking for a proactive, customer-focused, and detail-oriented Service Executive to ensure seamless patient service delivery and operational coordination. The ideal candidate will be responsible for scheduling and coordinating webinars, handling patient queries, managing service-related documentation, coordinating across departments, maintaining accurate data, conducting follow-up calls, and ensuring an exceptional patient experience throughout the service journey.

• Schedule webinars and patient education sessions as per the planned calendar.
• Coordinate with doctors, speakers, and internal departments to ensure smooth execution.
• Share webinar links, reminders, and joining instructions with participants.
• Provide technical and operational support before and during webinars.
• Maintain attendance records and webinar reports.

2. Query Handling

• Handle patient queries through phone calls, WhatsApp, email, and other communication channels.
• Provide accurate information regarding services, appointments, treatment plans, and programs.
• Resolve patient concerns promptly and professionally.
• Escalate complex issues to the concerned department when necessary.
• Coordinate the preparation and dispatch of patient kits.
• Ensure timely availability of required materials and documents.
• Work closely with doctors, dietitians, logistics, and other departments for smooth service delivery.
• Support teamwork and maintain effective communication across departments.

4. Data Management

• Maintain accurate patient records in the CRM/HMIS system.
• Update service status, webinar attendance, follow-up records, and patient interactions.
• Generate daily, weekly, and monthly service reports.
• Ensure data accuracy, confidentiality, and timely documentation.

5. Drop-Out Calling

• Contact patients who have discontinued or become inactive in the program.
• Understand the reasons for discontinuation and document feedback.
• Counsel and motivate patients to rejoin the program whenever possible.
• Coordinate with relevant departments for patient re-engagement.

6. Feedback Calling

• Conduct feedback calls after consultations, webinars, or service completion.
• Collect patient feedback on service quality and overall experience.
• Record suggestions and record feedback .
• Support continuous service improvement through feedback analysis.

7. Knowledge & Work Culture

• Stay updated with company services, treatment protocols, SOPs, and operational processes.
• Participate actively in training sessions and skill development programs.
• Follow organizational policies, ethical standards, and quality guidelines.
• Demonstrate professionalism, teamwork, accountability, and a patient-first approach in all interactions.
• Excellent communication and interpersonal skills.
• Strong convincing and relationship-building abilities.
• Effective customer handling and service orientation.
• Active listening and empathy.
• Objection handling and conflict resolution.
• Strong problem-solving and decision-making skills.
• Good technical proficiency (MS Office, CRM/HMIS, Google Workspace, virtual meeting platforms).
• Ability to multitask and prioritize responsibilities.
• Fast learner with adaptability to changing processes.
• Team player with excellent coordination skills.
• Time management and attention to detail.

Educational Qualification

• Bachelor's degree in any discipline.
• Additional certification in Customer Service, Healthcare Administration, or Operations will be an added advantage.

Experience

• 1–3 years of experience in Customer Service, Healthcare Operations, Patient Coordination, Service Support, Telecalling, or Front Office.
• Freshers with excellent communication skills and a willingness to learn may also apply.

Key Performance Indicators (KPIs)

• Timely webinar scheduling and successful execution.
• Patient query resolution within defined turnaround time (TAT).
• Accuracy and timeliness of CRM/data updates.
• Timely coordination and dispatch of patient kits.
• Patient re-engagement through drop-out calling.
• Patient satisfaction and feedback scores.
• Quality of interdepartmental coordination.
• Adherence to SOPs and service standards.
• Attendance, punctuality, and productivity.

Why Join Us?

• Opportunity to work with a growing healthcare and wellness organization.
• Continuous learning and professional development.
• Supportive and collaborative work environment.
• Performance-based growth opportunities.
• Opportunity to make a meaningful impact by enhancing patient care and service excellence.