Customer Success Associate

Attend and assist patients, clients, and visitors professionally at the diagnostic centre.

Handle incoming calls, WhatsApp messages, emails, and patient queries efficiently.Coordinate appointment scheduling, sample collection, home collection requests, and report delivery.

Ensure proper communication regarding test preparation, TAT (Turnaround Time), and report status.

Resolve customer complaints promptly and escalate critical issues to management when required.

Maintain patient confidentiality and ensure compliance with laboratory policies.

Follow up with patients and corporate clients for feedback and service improvement.Coordinate with laboratory, radiology, billing, and collection teams for smooth workflow.

Support business retention by maintaining good relationships with referring doctors and clients.

Maintain records of complaints, feedback, delayed reports, and service recovery actions.

Assist in achieving customer satisfaction targets and operational KPIs.

Ensure professional behaviour and positive patient experience at all touchpoints.

Required SkillsStrong communication and interpersonal skillsGood command of English, Hindi, and local languageCustomer handling and problem-solving ability

Basic computer knowledge and familiarity with LIS/HIS softwareAbility to work under pressure and manage multiple tasks

Professional appearance and positive attitude

Educational QualificationGraduate in any discipline preferredAdditional certification in customer service or healthcare administration is an advantage

Experience1–3 years of experience in healthcare, diagnostic centre, hospital, or customer service operations preferredFreshers with strong communication skills may also apply