Job Description

Job Summary:

The Customer Care Executive (CCE) will be the first point of contact for patients visiting or contacting the IVF hospital. The role involves handling patient inquiries, appointment scheduling, coordination with medical teams, and ensuring a smooth, compassionate, and confidential patient experience throughout the fertility treatment journey.

Key Responsibilities:

Greet patients and attendants courteously and assist them with inquiries. Handle inbound and outbound calls related to appointments, treatment information, and follow-ups. Schedule, confirm, and reschedule doctor consultations and procedures. Provide basic information about IVF services, procedures, and hospital facilities (without medical advice). Maintain accurate patient records in the Hospital Management System (HMS). Coordinate with doctors, nurses, embryology, billing, and pharmacy teams. Handle patient complaints and escalate issues when required. Ensure patient confidentiality and data privacy at all times. Support billing desk with basic information and payment coordination. Assist in patient counseling coordination and follow-up reminders. Maintain front desk hygiene, reports, and daily registers.
Required Skills & Competencies:

Excellent communication skills (English, Hindi, and local language preferred). Strong interpersonal and empathy skills due to sensitive nature of IVF treatment. Basic computer knowledge (MS Office, HMS/CRM systems). Ability to handle patients under emotional stress professionally. Good organizational and multitasking skills. Problem-solving and customer-focused approach.
Educational Qualification:

Graduate in any discipline (preferred). Diploma/Certification in Customer Service or Healthcare Management is an added advantage.
Experience:

1-3 years of experience in healthcare, hospital front desk, or customer care. Experience in IVF / maternity / hospital setup preferred.
Working Conditions:

Shift-based work, including weekends and holidays as per hospital roster. High patient interaction environment.
Key Performance Indicators (KPIs):

Patient satisfaction score Appointment conversion and follow-ups Accuracy of patient data and documentation Call handling and response time
Job Types: Full-time, Permanent

Pay: ?20,000.00 - ?30,000.00 per month

Benefits:

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