Customer Care Executive

2 days ago

Bengaluru, Karnataka, India Sri Shankara Cancer Foundation Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Role & responsibilities

The Customer Care Executive serves as the primary point of contact for patients and

their families, ensuring a seamless, compassionate, and efficient experience throughout

their hospital journey. The role involves handling inquiries, guiding patients through

registration and billing processes, addressing grievances, and upholding the hospitals

commitment to patient-centered care.

  1. Patient Interaction & Support


• Welcome and assist patients and visitors courteously and professionally.


• Provide information about hospital services, consultants schedules, and facilities.


• Assist patients with registration, admission, discharge, and billing procedures.


• Ensure prompt and accurate communication between departments and patients.


• Maintain confidentiality and uphold patient rights and dignity at all times.

  1. Coordination & Communication


• Coordinate with clinical, nursing, and administrative teams to ensure patient

needs are met efficiently.


• Facilitate patient movements between departments (OPD, IPD, diagnostics,

pharmacy, etc.).


• Handle internal and external calls professionally and direct them appropriately.


• Liaise with insurance, billing, and TPA desks to assist patients with coverage

queries.

  1. Grievance Handling & Service Recovery


• Listen to and document patient feedback or complaints courteously.


• Escalate unresolved issues to the Customer Care Manager for timely resolution.


• Follow up with patients to ensure satisfactory closure of concerns.

  1. Documentation & Reporting


• Maintain accurate records of patient interactions, feedback, and service recovery

actions.


• Prepare daily reports on patient queries, complaints, and satisfaction trends.


• Support implementation of patient satisfaction surveys and quality improvement

initiatives.

  1. Quality, Compliance & Professionalism


• Adhere to hospital policies, JCI/NABH standards, and protocols.


• Participate in training programs and continuous improvement activities.


• Maintain grooming standards and professional etiquette at all times.

Preferred candidate profile

Bachelors degree in any discipline (preferably in Healthcare / Hospitality

Management).

  • Minimum 24 years of experience in a hospital or healthcare customer service

role.

  • Exposure to oncology patient care settings preferred.
  • Good understanding of hospital processes (registration, admission, discharge,

TPA, etc.).

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