Walk-in | Customer Relationship Executive

The Kids Clinic; Navi Mumbai; On-site; INR 360,000 - 480,000; Full time

Job summary

The Kids Clinic is seeking a Customer Relations Executive to enhance patient and attendant experience across hospital interactions. You will assist, explain services and packages, help with bed bookings and coordinate with various departments to resolve queries.

The role requires excellent communication, empathy, and a presentable demeanor. Prior hospital/customer service exposure is preferred, with a focus on confidentiality and professional conduct.

Qualifications

• Graduate in any discipline.
• Experience in hospital, healthcare, customer service or front office preferred.
• Excellent communication and interpersonal skills.
• Good customer-handling and problem-solving abilities.
• Basic computer knowledge and MS Office proficiency.
• Ability to communicate empathetically with patients and attendants.
• Presentable personality and professional approach.

Responsibilities

• Welcome and assist patients, attendants and visitors in a polite and professional manner.
• Understand and address customer queries related to hospital services, facilities, processes and departments.
• Explain hospital packages, procedures, services, inclusions and applicable terms to patients and attendants.
• Assist patients with bed availability and bed booking, coordinating with departments for admission requirements.
• Guide patients regarding hospital services, OPD/IPD areas, diagnostics, billing and facilities.
• Coordinate with hospital departments to resolve customer queries and concerns.
• Handle patient/attendant complaints and ensure escalation and follow-up until resolution.
• Collect and record patient feedback and communicate to the concerned team.
• Conduct regular rounds to understand patient requirements and improve experience.
• Assist with appointment-related queries and coordinate with departments.
• Explain and guide customers regarding mother & baby care products and services.
• Maintain documentation of customer queries, feedback, complaints, packages and interactions.
• Ensure adherence to hospital policies, SOPs and customer service standards.
• Maintain confidentiality of patient information and demonstrate professional behaviour.

Skills

Patient Handling

Customer Service

Bed Booking

Interdepartmental Coordination

Complaint Handling

Feedback Management

Basic Computer Skills

Education

Bachelor's degree

Tools

MS Office

Job description

JOB DESCRIPTION

Customer Relations Executive (CRE)

Department: Patient Relations / Patient Relations

Designation: Customer Relations Executive (CRE)

Job Summary

We are looking for a customer-oriented and well-spoken Customer Relations Executive (CRE) to ensure a positive patient and attendant experience throughout their interaction with the hospital. The candidate will be responsible for assisting customers, explaining hospital services and packages, facilitating bed bookings, addressing queries, coordinating with relevant departments, and ensuring timely resolution of concerns.

Key Responsibilities

• - Welcome and assist patients, attendants and visitors in a polite and professional manner.
• - Understand and address customer queries related to hospital services, facilities, processes and departments.
• - Explain hospital packages, procedures, services, inclusions and applicable terms to patients and attendants.
• - Assist patients and attendants with bed availability and bed booking, and coordinate with the concerned departments for admission-related requirements.
• - Guide patients and attendants regarding hospital services, facilities, OPD/IPD areas, diagnostics, billing and other relevant facilities.
• - Coordinate with various hospital departments to resolve customer queries and concerns.
• - Handle patient/attendant complaints and ensure appropriate escalation and follow-up until resolution.
• - Collect and record patient feedback and communicate important feedback to the concerned team.
• - Conduct regular rounds/visits in designated areas to understand patient requirements and improve their overall experience.
• - Assist patients with appointment-related queries and coordinate with the concerned departments when required.
• - Explain and guide customers regarding mother & baby care products and services available at the hospital, wherever applicable.
• - Maintain proper documentation and records of customer queries, feedback, complaints, packages and other customer interactions.
• - Ensure adherence to hospital policies, SOPs and customer service standards.
• - Maintain confidentiality of patient information and demonstrate professional behaviour at all times.

Candidate Requirements

• - Graduate in any discipline.
• - Prior experience in hospital, healthcare, customer service, front office or patient relations will be preferred.
• - Excellent communication and interpersonal skills.
• - Good customer-handling and problem-solving abilities.
• - Basic computer knowledge and proficiency in MS Office.
• - Ability to communicate effectively with patients and attendants in a polite and empathetic manner.
• - Presentable personality and professional approach.

Key Skills

Patient Handling | Customer Service | Hospital Package Explanation | Bed Booking & Admission Coordination | Communication Skills | Complaint Handling | Patient Experience | Interdepartmental Coordination | Problem Solving | Feedback Management | Basic Computer Skills