Customer Service Coordinator

Company Description

Apollo Hospitals, founded by Dr. Prathap C. Reddy, is a pioneer of corporate healthcare in India and has become the world's largest integrated healthcare platform. Since its inception in Chennai in 1983, Apollo has expanded to include over 73 hospitals, 6,000 pharmacies, 2,500 clinics and diagnostic centers, and more than 500 telemedicine centers. Known globally for its excellence, Apollo has conducted over 300,000 angioplasties and 200,000 surgeries. The organization is committed to utilizing cutting-edge technology, advanced treatment protocols, and continuous research to deliver world-class patient care. With over 100,000 dedicated team members, Apollo aspires to improve healthcare standards and create a lasting positive impact on the world.

Role Description

The Customer Care Coordinator will be the primary point of contact for patients and caregivers, ensuring a seamless, empathetic, and high-quality experience throughout the oncology care journey. This role requires proactive lead management, the ability to respond to patient queries via email, consolidation of medical reports for consultant review and opinion, end-to-end patient coordination, and CRM-driven execution of workflows across the entire oncological spectrum—including screening, consultations, diagnostics, treatment planning, surgery, and follow-up.

Key Responsibilities

1. Lead Conversion & Patient Care Pathway Management

• Manage all incoming oncology leads through calls, WhatsApp, website enquiries, walk-ins, and referrals.
• Oversee and optimise the complete oncology patient pathway :
• Screening → OPD Consultations → Imaging → Biopsy → Tumour Board → Treatment Planning → Surgery → Chemotherapy → Radiotherapy → Immunotherapy → Follow-up
• Implement lead scoring to prioritise high-value cases such as complex cancers, robotic surgeries, second opinions, and international patients.
• Adhere to turnaround times (TATs) :
• Initial response within 10 minutes
• Appointment scheduling within 4–6 hours
• Case closure within 48–72 hours
• Coordinate transitions across medical, surgical, and radiation oncology, as well as diagnostics, ICU, pharmacy, physiotherapy, and rehabilitation services.

2. CRM & Operations Management

3. Oncology-Specific Campaign & Program Support

4. Patient Experience & Coordination

Required Skills & Competencies

Qualifications & Experience

Work Schedule