Client Relationship Executive

2 weeks ago

Nariman Point Mumbai Maharashtra, India Crown Veterinary Services Pvt. Ltd Full time

**Job description**

Job Overview:
The Client Service Manager will be responsible for addressing client grievances within the

hospital setting. This includes managing the complaint resolution process, coordinating with

medical staff, investigating concerns thoroughly (including reviewing CCTV footage when

necessary), and generating reports for higher management. The role also includes duties

related to debt collection, securing necessary funds, and sending daily reports as per

management’s requirements.

Key Responsibilities:
1. Client Grievance Management:

- Act as the primary point of contact for clients with complaints or grievances

regarding hospital services.
- Acknowledge and address client complaints in a timely and professional manner.
- Communicate with relevant department heads and hospital management via
- Collaborate with doctors and other hospital staff to understand the root cause of

any complaints and gather explanations where required.
- Review available CCTV footage to gather facts and corroborate the accounts

provided by both the clients and staff.
- Draft comprehensive investigation reports, highlighting key findings and

presenting solutions or recommendations to senior management.

3. Communication and Follow-Up:

- Maintain clear, concise, and professional communication with both the client

and internal stakeholders during the entire grievance process.
- Follow up with the respective doctors or departments involved to ensure timely

resolution of any issues.

4. Debt Collection and Fund Management:

- Handle debt collection efforts, ensuring that necessary funds are secured in a

timely manner.
- Work with the finance team to identify and resolve any outstanding payment

issues with clients.

5. Daily Reporting:

- Prepare and send daily and periodic reports to the hospital management, as per

set guidelines and requirements.
- Highlight trends in complaints and suggest proactive measures to reduce client

grievances in the future.

6. Compliance and Confidentiality:

- Ensure all investigations and communications comply with hospital policies and

healthcare regulations.
- Maintain confidentiality of all patient and staff information throughout the

grievance handling process.

Required Skills and Qualifications:

- Bachelor’s degree in Healthcare Management, Business Administration, or a related

field.
- Strong communication and interpersonal skills.
- Ability to manage conflicts professionally and maintain a calm demeanor under

pressure.
- Attention to detail and ability to analyze data effectively.
- Experience with debt collection and fund management.
- Ability to review and interpret CCTV footage for investigation purposes.
- Prior experience in a hospitality or healthcare setting preferred.

Working Conditions:

- Full-time position; occasional weekend or evening work may be required depending on

the nature of the complaints.
- Collaborative work with medical professionals and hospital security personnel.

Pay: ₹45,000.00 - ₹50,000.00 per month

**Experience**:

- total work: 8 years (required)

Work Location: In person

Pay: From ₹45,000.00 per month

Schedule:

- Day shift

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)

Work Location: In person

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