Customer Support Intern

**About the Role**

We are looking for a dedicated and detail oriented Customer Support Intern to act as the key point of contact between patients, potential leads, and our healthcare team. This role involves empathetic communication, patient follow-ups, appointment assistance, and professional handling of all inbound queries. The intern will play a crucial role in ensuring patients and leads receive timely support, accurate information, and a seamless experience while interacting with our platform.

This is not a sales role, there will be no pressure to convert leads, and there will be no targets, the primary responsibility is to maintain strong follow up systems and make sure that communication is smooth, empathetic and supportive across the organization and between patients, healthcare team, and the founders.

Proper Guidance and training will be provided to manage and maintain the follow up systems. Previous exposure to a healthcare system is not required.

**Who are we looking for?**

**Work setup**

This is a part time remote role, there are no defined work hours, Work will be flexible and may arrive at varying times. You can expect an average of 20-30 hours per week. However, we’ll ensure that you do not work beyond your 30-hour setup per week.

**Minimum requirements**
- Excellent English proficiency
- Strong command over English language, both written and spoken, with excellent articulation
- **Mandatory**:

- Strong organizational and multitasking ability.
- High sense of confidentiality and professionalism at all times.
- Patience, empathy, and ability to handle sensitive conversations.
- Comfortable with digital tools
- Google workspace, follow up systems, custom platforms

**Key Responsibilities**

**Patient Support & Follow-Up**
- Serve as the primary point of contact between patients and healthcare professionals.
- Communicate with patients via WhatsApp, Instagram DMs, and calls where necessary regarding follow-up schedules, prescriptions, and updates, update the developments on the system, and communicate the health staff regarding each update.
- Manage and track a caseload of 50-100 patients, and ensure timely follow up and resolve concerns of each patient.
- Track patient progress, follow-up sessions, and schedules of every patient and maintain and update records systematically.
- Receive prescription from health staff, ensure proper formatting and editing, and send it to each patient by EOD(without altering content)
- Maintain professional, empathetic, and supportive communication at all times.

**Lead Management & Appointment Support**
- Manage incoming leads (through Instagram DMs, WhatsApp chats, and calls if required).
- Respond in a professional and empathetic manner, with no pressure to convert leads but ensuring clarity, warmth, and trust in communication.
- Assist patients and leads in booking appointments smoothly.
- Escalate cases to doctors before confirming appointments wherever necessary to ensure accuracy and patient safety (will be provided guidance)
- Provide guidance and motivation to leads/patients in a professional, supportive way (not sales-oriented or pushy).

**Coordination & Communication**
- Act as a bridge between patients and healthcare staff, ensuring smooth back-and-forth communication.
- Manage the customer support inbox and escalate queries to health professionals when required
- Convey the advice and follow up received by the health staff to the patients.
- Ensure all patient and lead communications are handled on time and no concern is left unresolved.
- Maintain strong systems for tracking, updating, and reporting patient progress and communication history.

**How to apply?**

**Job Type**: Part-time

Pay: ₹6,000.00 per month

Expected hours: 25 - 30 per week

**Benefits**:

- Flexible schedule
- Work from home

Work Location: Remote