Customer Support Executive

Role Objective

To deliver efficient, patient-centric support by managing inquiries, coordinating diagnostic services (cardiac & sleep studies), and ensuring a seamless patient experience across all touchpoints.

Key Responsibilities

1. Patient Handling & Communication

• Attend inbound and outbound calls, WhatsApp, and email queries.
• Provide accurate information on cardiac diagnostics, CGM, and sleep study services.
• Handle patient concerns, complaints, and escalations professionally.

2. Appointment Coordination

• Schedule, reschedule, and confirm patient appointments.
• Coordinate with field technicians for home visits and in-clinic procedures.
• Ensure timely updates to patients regarding appointment status.

3. Case Management

• Create and update patient records in the system.
• Track case progress from booking to report delivery.
• Maintain proper documentation and follow-up logs.

4. Service Support (Cardiac & Sleep Studies)

• Guide patients on pre-test preparation (Holter, ECG, TMT, PSG, etc.).
• Explain basic procedures and ensure patient readiness.
• Coordinate for titration studies and special cases.

5. Billing & Payment Support

• Share pricing details and service packages.
• Assist in payment collection coordination and invoice generation.
• Handle basic billing queries.

6. Coordination & Internal Communication

• Liaise with doctors, technicians, and operations team.
• Ensure smooth communication between departments.
• Escalate critical issues to senior management when required.

7. Quality & Patient Experience

• Maintain high standards of empathy, professionalism, and responsiveness.
• Ensure patient satisfaction and positive feedback.
• Follow company SOPs and compliance guidelines.
• Required SkillsStrong communication skills (Hindi & English)
• Patient handling and conflict resolution ability
• Basic knowledge of healthcare/diagnostic services (preferred)
• Computer proficiency (CRM/software handling)
• Ability to work in a fast-paced environment
• Educational QualificationGraduate (preferred)
• Experience in healthcare/customer support is an advantage