Customer Support Executive

We are seeking a compassionate, detail-oriented, and highly organized Virtual Patient Relationship Manager (VPRM) to serve as the primary point of contact for patients throughout their healthcare journey. The VPRM will be responsible for building and maintaining positive patient relationships through virtual channels, ensuring seamless coordination between patients and healthcare providers while delivering an exceptional patient experience.

The ideal candidate should possess excellent communication skills, empathy, problem-solving abilities, and the ability to manage patient interactions professionally and efficiently.

Key Responsibilities

• Handle both inbound and outbound patient communications through calls, emails, WhatsApp, and other virtual platforms.

• Schedule, confirm, reschedule, and coordinate patient appointments with doctors and relevant departments.

• Conduct timely follow-ups with patients before and after consultations, procedures, and treatments.

• Address patient inquiries, concerns, and requests promptly while maintaining a high standard of customer service.

• Provide accurate information regarding hospital services, treatment processes, policies, and procedures.

• Coordinate effectively with doctors, nursing staff, diagnostic teams, and other hospital departments to ensure smooth patient care.

• Maintain and update patient records, interactions, and follow-up details in the CRM or hospital management system.

• Monitor patient feedback and escalate complaints or critical concerns to the appropriate departments for resolution.

• Ensure confidentiality and security of patient information in compliance with organizational policies.

• Assist patients throughout their treatment journey to enhance patient satisfaction and engagement.

• Support administrative tasks related to patient relationship management as assigned by the reporting manager.

Eligibility Criteria

• Minimum Qualification: Graduate in any discipline from a recognized university.

• Freshers as well as experienced candidates are encouraged to apply.

• Prior experience in healthcare, patient coordination, customer service, tele calling, or hospital administration will be considered an added advantage.

Required Skills and Competencies

• Excellent verbal and written communication skills in Hindi and English.

• Strong interpersonal and relationship management abilities.

• Empathy, patience, and a patient-centric approach.

• Active listening and problem-solving skills.

• Ability to handle sensitive situations with professionalism and discretion.

• Proficiency in MS Office applications.

• Basic knowledge of CRM systems and data entry processes.

• Strong organizational and multitasking capabilities.

• Ability to work efficiently in a fast-paced healthcare environment.

• Attention to detail and accuracy in maintaining records.

Working Conditions

• This is a work-from-office role based in Jaipur, Rajasthan.

• Employees will work 9-hour shifts, including a 1-hour break.

• The role requires working six days a week with rotational weekly offs.

• As healthcare services operate continuously, employees may be required to work on weekends, public holidays, and festive occasions based on business requirements and duty rosters.

Why Join Us?

At our hospital, you will play a vital role in enhancing the patient experience by acting as a trusted point of contact throughout their healthcare journey. You will have the opportunity to contribute meaningfully to patient care while developing your professional skills in a dynamic and rewarding healthcare environment.

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