Job Description

Job Title: Team Lead - Customer Care

Organization:

Indiana Hospital & Heart Institute

Location:

Mangalore

Department:

Customer Care / Patient Services

Reports To:

Customer Care Manager / Operations Head

Job Summary

The Team Lead - Customer Care is responsible for supervising and guiding the customer care team to deliver high-quality patient support services. The role ensures excellent patient experience, efficient handling of inquiries and complaints, adherence to hospital policies, and coordination with clinical and administrative departments.

Key Responsibilities

Lead, mentor, and supervise the customer care team to ensure smooth daily operations Ensure excellent patient experience at all touchpoints (front desk, calls, feedback, and coordination) Monitor team performance, productivity, and service quality Handle escalated patient complaints and ensure timely resolution Coordinate with doctors, nursing staff, billing, and other departments to resolve patient issues Ensure compliance with hospital policies, NABH standards, and service protocols Prepare duty rosters, allocate tasks, and manage leave schedules Conduct regular training and coaching sessions for team members Track patient feedback, complaints, and service metrics; prepare reports for management Maintain accurate records and documentation Support hospital initiatives related to patient satisfaction and service improvement
Required Qualifications

Bachelor's degree in any discipline (Healthcare Management preferred) 3-5 years of experience in customer care/patient services, preferably in a hospital or healthcare setup/Hospitality/Aviation Industry experience At least 1-2 years of experience in a supervisory or team lead role
Skills & Competencies

Strong leadership and people management skills Excellent communication skills (English, Kannada, and Hindi preferred) Problem-solving and conflict resolution abilities Patient-focused attitude with high emotional intelligence Good knowledge of hospital operations and patient service standards Proficiency in MS Office and hospital information systems (HIS) Ability to work in shifts and handle high-pressure situations
Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

Health insurance Paid sick time Paid time off Provident Fund
Ability to commute/relocate:

Mangalore, Karnataka: Reliably commute or willing to relocate with an employer-provided relocation package (Preferred)
Education:

Bachelor's (Preferred)
Experience:

Hospitality/Aviation/Hospital: 3 years (Preferred)
Language:

Kannada English Hindi Malayalam (Preferred)
Location:

Mangalore, Karnataka (Preferred)
Shift availability:

Day Shift (Preferred)
Work Location: In person