Patient Experience Executive (Customer Support 3+ years experience)

We are looking for a Patient Experience Executive with 3–5 years of experience to ensure exceptional service and satisfaction across all patient interactions. The role involves managing patient onboarding, handling queries and complaints, conducting product / service demos, and ensuring feedback is effectively captured and addressed. The ideal candidate will have strong communication skills, a service-oriented mindset, and the ability to build lasting relationships with patients and customers.

Key Responsibilities :

Customer Interaction & Support

Serve as the primary point of contact for patients and customers.

Address queries through calls, emails, or in-person visits in a timely and professional manner.

Manage patient onboarding and explain processes or product usage clearly.

Conduct demos or walkthroughs of Litemed services and platforms when required.

Complaint Handling & Resolution

Record, track, and resolve patient concerns or complaints efficiently.

Coordinate with internal teams (Operations, Clinical, and Technical) for quick resolution.

Maintain clear communication with customers until the issue is fully resolved.

Feedback & Continuous Improvement

Gather and document patient feedback to assess satisfaction levels and identify improvement areas.

Support the implementation of process improvements to enhance patient experience.

Prepare periodic reports on common issues, resolutions, and feedback trends.

Relationship Management

Build and maintain strong relationships with patients and client representatives.

Follow up with customers post-service to ensure satisfaction and retention.

Promote trust and a positive image of Litemed through proactive service.

Administrative & Reporting Support

Maintain accurate records of interactions and transactions in CRM systems.

Assist in compiling reports on patient engagement, feedback, and service quality metrics.

Support other operational or customer-related initiatives as assigned.

Requirements

Education & Experience :

Bachelor’s degree in Healthcare, Business Administration, or a related field.

3–5 years of experience in customer success, patient relations, or client servicing (preferably in healthcare, wellness, or medical device industry).

Key Skills :

Excellent communication and interpersonal skills.

Strong problem-solving and conflict resolution ability.

Good understanding of customer experience management.

Proficiency in MS Office and CRM tools.

Highly organized with attention to detail.

Empathetic, patient, and customer-focused mindset.