Customer Support Executive

Job Description – 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.

• 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.

• 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.).

• 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.

• 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, ₹10,000.00 per month

Benefits:

• Work from home

Work Location: Remote