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Customer Care Executive

Customer Care Executive

Sri Shankara Cancer FoundationBengaluru, Karnataka, India
8 hours ago
Job description

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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    Customer Care Executive • Bengaluru, Karnataka, India