Job Description

. Job Summary

The Customer Care Executive is responsible for providing seamless patient support, managing front desk operations, and ensuring a positive patient experience throughout their fertility treatment journey. The role involves handling inquiries, coordinating appointments, maintaining patient records, and ensuring professional communication between patients, doctors, and internal teams.

2. Key ResponsibilitiesA. Front Desk & Patient Interaction

Greet and assist patients and visitors in a courteous and professional manner. Manage patient registration, appointment scheduling, and follow-ups. Provide accurate information about services, procedures, and basic clinic guidelines. Handle patient queries via phone calls, WhatsApp, emails, and walk-ins.

B. Coordination & Support

Coordinate with doctors, nurses, embryologists, and finance teams for smooth patient flow. Ensure patients are guided through the IVF treatment process step-by-step. Assist in managing patient counselling schedules. Coordinate with the lab and clinical team for treatment cycles and follow-up reminders.

C. Documentation & Data Management

Maintain and update patient files, forms, and required medical documentation. Enter patient information into software systems (HROne/Medics software). Ensure confidentiality and compliance with clinic policies (PCPNDT, patient privacy norms).

D. Billing & Payment Handling

Generate bills, collect payments, and maintain accurate receipts. Coordinate with finance for payment follow-ups, refunds, and package clarifications. Explain treatment cost estimates and packages to patients when required.

E. Customer Service & Experience

Provide empathetic support to patients undergoing fertility treatment. Manage grievances or concerns and escalate when necessary. Ensure high standards of hospitality, cleanliness, and front desk discipline.

F. Administrative Responsibilities

Maintain daily MIS reports, appointment logs, and patient feedback forms. Support center operational activities like inventory updates, courier handling, and records management. Assist during audits and compliance checks as required.

3. Required Skills & Competencies

Excellent communication and interpersonal skills. Strong customer handling and problem-solving abilities. Empathy, patience, and professionalism while dealing with sensitive fertility cases. Good knowledge of MS Office (Excel, Word, Outlook). Familiarity with hospital/clinic management software preferred. Ability to multitask and manage time efficiently.

4. Qualification & Experience

Education:

Graduation in any discipline.

Experience:

1-3 years in customer care/front office, preferably in healthcare or IVF/Fertility centers. Freshers with excellent communication skills may also be considered.

5. Working Conditions

Rotational shifts (if applicable). Week-off as per clinic schedule. Professional grooming and patient-centric behavior mandatory.
Job Types: Full-time, Permanent, Fresher

Pay: ?18,637.24 - ?25,030.96 per month

Benefits:

Cell phone reimbursement Flexible schedule Health insurance Leave encashment Paid sick time Paid time off Provident Fund
Work Location: In person