Support Executive / Patient Representative

Hops Healthcare; Ahmedabad District; On-site; INR 600,000 - 900,000; Full time

Job summary

Hops Healthcare in India (Gujarat region) seeks a dedicated customer support specialist for ECG devices. You will act as the main contact for patients, hospitals, and partners, guiding usage, troubleshooting, and data coordination.

You will collaborate with technical, operations, and medical teams to resolve issues and ensure timely follow-ups. The role requires speaking English and Hindi/Gujarati, strong documentation, and the ability to remain calm in high-pressure situations.

Qualifications

• Bachelor's degree in Healthcare, Life Sciences, Nursing, Biomedical Engineering, or a related field.
• 13 years of experience in customer support, healthcare support, medical devices, hospital operations, or a related domain.
• Experience with medical devices, ECG, cardiac monitoring, healthcare tech, or SaaS-based healthcare products is preferred.
• Good understanding of basic healthcare terminology and willingness to learn ECG/device-related processes.
• Excellent verbal and written communication skills in English and Hindi/Gujarati.
• Strong customer-handling and interpersonal skills.
• Good problem-solving and troubleshooting ability.
• Ability to stay calm and professional with patients or critical situations.
• Good documentation and follow-up skills.
• Basic proficiency in MS Office/Google Workspace and CRM tools

Responsibilities

• Serve as the primary point of contact for patients, hospitals, distributors, and healthcare partners for product-related queries and support.
• Handle incoming calls, WhatsApp/messages, emails, and other customer support channels professionally.
• Guide customers and users on usage, application, connectivity, and basic troubleshooting of ECG monitoring devices.
• Assist patients and healthcare partners throughout device usage and monitoring process.
• Coordinate with internal technical, operations, and medical teams to resolve customer and device-related issues.
• Monitor ongoing cases and ensure timely follow-up until resolution.
• Understand and document customer complaints, technical issues, device related concerns, and service requests.
• Escalate critical patient-related or technical issues to the appropriate team without delay.
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-ups.
• Support the team in coordinating ECG reports, patient data, and related documentation.
• Ensure clear and professional communication while dealing with patients in high-pressure situations.
• Coordinate with distributors and healthcare professionals for device deployment, support, and issue resolution.
• Follow defined SOPs and maintain confidentiality of patient and healthcare information.
• Contribute to improving customer experience by identifying recurring issues and sharing feedback with relevant teams.

Skills

English communication

Hindi

Gujarati

Customer handling

Troubleshooting

Documentation

MS Office/Google Workspace

CRM tools

Education

Bachelor's degree in Healthcare, Life Sciences, Nursing, Biomedical Engineering, or a related field

Tools

CRM software

MS Office

Google Workspace

Job description

Role & responsibilities

• Serve as the primary point of contact for patients, hospitals, distributors, and healthcare partners for product-related queries and support.
• Handle incoming calls, WhatsApp/messages, emails, and other customer support channels professionally.
• Guide customers and users on the usage, application, connectivity, and basic troubleshooting of ECG monitoring devices.
• Assist patients and healthcare partners throughout the device usage and monitoring process.
• Coordinate with internal technical, operations, and medical teams to resolve customer and device-related issues.
• Monitor ongoing cases and ensure timely follow-up until resolution.
• Understand and document customer complaints, technical issues, device related concerns, and service requests.
• Escalate critical patient-related or technical issues to the appropriate team without delay.
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-ups.
• Support the team in coordinating ECG reports, patient data, and related documentation.
• Ensure clear and professional communication while dealing with patients, especially in sensitive or high-pressure situations.
• Coordinate with distributors and healthcare professionals for device deployment, support, and issue resolution.
• Follow defined SOPs and maintain confidentiality of patient and healthcare related information.
• Contribute to improving the overall customer experience by identifying recurring issues and sharing feedback with the relevant teams.

Required Skills & Qualifications

• Bachelors degree in Healthcare, Life Sciences, Nursing, Biomedical Engineering, or a related field.
• 13 years of experience in customer support, healthcare support, medical devices, hospital operations, or a related domain.
• Candidates with experience in medical devices, ECG, cardiac monitoring, healthcare technology, or SaaS-based healthcare products will be preferred.
• Good understanding of basic healthcare terminology and willingness to learn ECG/device-related processes.
• Excellent verbal and written communication skills in English and Hindi/Gujarati.
• Strong customer-handling and interpersonal skills.
• Good problem-solving and troubleshooting ability.
• Ability to remain calm and professional while handling patients or critical customer situations.
• Good documentation and follow-up skills.
• Basic proficiency in MS Office/Google Workspace and customer-support or CRM tools

Preferred candidate profile

• Exposure to ECG monitoring systems or wearable medical devices.
• Experience working with hospitals, doctors, distributors, or healthcare professionals.
• Basic understanding of ECG reports and cardiac monitoring workflows.
• Experience handling technical support for connected devices or healthcare software.
• Familiarity with IoT-enabled medical devices or cloud-based healthcare platforms.