Customer Support Executive

24 hours ago

Tirupati AP IN QO-BOX Private Limited Full time

- Customer Support Executive CSE Department Customer Experience Tele-Consultation Operations Location Insert Location Remote Reports To Customer Support Lead Operations Manager Job Summary The Customer Support Executive at AAU Tele-consultation plays a crucial role in ensuring patients receive timely accurate and compassionate assistance throughout their tele-consultation journey This position requires handling inbound and outbound communication managing appointments coordinating between patients and doctors and maintaining the highest standards of privacy and data security Key Responsibilities1 Patient Enquiry Lead Management Handle inbound patient queries via call chat email and WhatsApp with professionalism and empathy Categorize each enquiry as New Lead Follow-up or Scheduled Consultation Record and update all patient details accurately in the CRM Provide first-level support by explaining AAU s tele-consultation process doctor availability and platform features 2 Appointment Scheduling Coordination Coordinate and schedule appointments between patients and licensed medical practitioners Share confirmed details with patients including - Doctor Name - Appointment Date Time - Consultation Mode Video Phone - Payment Status - Follow-up Instructions Ensure reschedules cancellations or changes are promptly updated in the system Notify the medical and technical teams of all scheduled consultations to ensure readiness 3 Consultation Tracking Closure Monitor live consultations and follow up post-session to confirm successful completion Ensure that prescription and consultation summaries are delivered to patients as per compliance guidelines Collect patient feedback post-consultation to measure satisfaction and identify areas of improvement Update the CRM to mark completed consultations and log related actions feedback issues etc 4 Data Security Compliance Handle all patient information with confidentiality and integrity Immediately report any data breach or security concern to the Compliance Officer Follow all standard operating procedures related to access control audit logging and data protection 5 Quality Feedback Management Track and report daily metrics such as calls handled appointments booked reschedules and feedback received Ensure a 98 patient satisfaction benchmark is maintained in line with AAU s service excellence standards Escalate complex or unresolved patient concerns to higher-level support or medical teams Collaborate with the Quality Team for continuous process improvement Skills Qualifications Graduate in any discipline preferred healthcare life sciences or business 1-3 years of experience in customer service telehealth or healthcare BPO environments Excellent verbal and written communication skills in English and regional languages Strong interpersonal and problem-solving skills with a patient-first attitude Good knowledge of CRM or healthcare management systems Familiarity with tele-consultation appointment scheduling and basic medical terminology preferred Work Schedule 6 days a week weekly off as per roster Rotational shifts including weekends and holidays tele-consultation operates extended hours Remote or on-site support as required Performance Indicators KPIs Average response and resolution time Appointment conversion rate Patient satisfaction and feedback ratings Data accuracy and compliance adherence Escalation and complaint closure rate Job Type Full-time Pay 8 000 00 - 10 000 00 per month Benefits Work from home Work Location Remote

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