Sr. Customer Support Executive

1 week ago

Prahlad Nagar Ahmedabad Gujarat, India Zobone International Outsourcing Pvt. Ltd. Full time ₹ 3,00,000 - ₹ 40,00,000 per year

Role Overview

We are looking for a highly skilled and experienced Senior Appointment & Customer Support Specialist to join our growing Dental support team. This individual will play a pivotal role in supporting dental practices in the UK by delivering outstanding appointment management and patient support services. The ideal candidate will possess a strong background in international voice processes, preferably within the healthcare or dental sectors, and demonstrate a high level of professionalism, empathy, and efficiency in handling patient interactions.

Key Responsibilities:

Appointment Coordination:

  • Efficiently manage and schedule patient appointments using dental practice management software
  • Liaise with UK-based dental teams to ensure optimal scheduling based on clinical priorities and provider availability
  • Send appointment confirmations, reminders, and post-visit follow-ups via email or phone.
  • Actively follow up on cancellations, rescheduling, and no-shows to maximize chair-time utilization and patient satisfaction survey such as google and NHS choices.

Customer Support:

  • Act as the first point of contact for patients through phone and email, ensuring a courteous and supportive experience.
  • Address queries related to dental treatments, appointment logistics, billing, insurance claims, and general inquiries.
  • Resolve common issues independently, and escalate complex or sensitive matters to in-practice personnel or practice managers as appropriate.
  • Maintain a calm, compassionate, and patient-focused approach in all communications.

Administrative Support:

  • Maintain up-to-date and accurate patient records in the practice management system.
  • Assist with updating patient profiles.
  • Generate basic reports related to appointment trends, cancellations, and patient feedback.
  • Support UK teams with ad-hoc administrative tasks such as data entry, internal documentation, and maintaining compliance checklists.

Operations & Collaboration:

  • Collaborate effectively with dental practice teams across the UK to align on daily scheduling needs and patient communication workflows.
  • Monitor and report on operational bottlenecks, offering suggestions for process improvements based on frontline insights.
  • Participate in regular team meetings and training sessions to stay current with service protocols and software tools.

Requirements:

  • 2–4 years of experience in international voice processes (preferably supporting UK/US/ANZ customers).
  • Prior experience in healthcare scheduling, appointment setting, or dental customer service is highly desirable.
  • Exceptional communication skills in English, both verbal and written.
  • Proficient in using CRM or healthcare/dental practice management software.
  • Strong time management and organizational skills with a high attention to detail.
  • Comfortable working in a fast-paced, UK-shift environment with high volumes of patient interaction.

Job Types: Full-time, Permanent

Pay: ₹30, ₹40,000.00 per month

Benefits:

  • Paid sick time
  • Paid time off
  • Provident Fund

Experience:

  • International voice customer service: 2 years (Required)

Work Location: In person

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