job description

: Customer Care Executive in a Hospital

Position Title: Customer Care Executive

Job Summary:

The Customer Care Executive is responsible for ensuring a high level of patient and family satisfaction within the hospital. The role includes addressing inquiries, resolving concerns, providing assistance with hospital services, and facilitating smooth communication between patients and medical staff. The individual must maintain professionalism, empathy, and a strong focus on customer service.

Key Responsibilities:

1. Patient & Visitor Assistance:
   
• Greet patients, visitors, and staff in a courteous, respectful, and professional manner.
• Provide clear information regarding hospital services, departments, and procedures.
• Assist patients in navigating the hospital, ensuring they understand the services provided.
2. Managing Inquiries and Admission:
   
• Respond to patient and visitor inquiries via phone, email, or in person.
• Provide timely and accurate information regarding appointments, hospital policies, insurance queries, and other general information.
3. Problem Resolution:
   
• Address and resolve complaints, concerns, or issues raised by patients or visitors.
• Act as a liaison between patients and hospital departments to facilitate solutions in a timely manner.
• Follow up with patients to ensure that their concerns have been properly addressed.
4. Appointment Coordination:
   
• Help patients with scheduling appointments, both in-person and over the phone.
• Ensure that patient appointments and medical records are accurately entered into the hospital system.
• Coordinate with medical staff to confirm the availability of doctors and services.
5. Patient Support:
   
• Provide emotional support to patients by listening to their concerns and offering assistance when needed.
• Assist with the hospital's admission and discharge processes, ensuring patients feel comfortable and informed.
6. Collaboration with Hospital Departments:
   
• Coordinate with other departments (e.g., billing, medical records, nursing) to provide patients with a seamless service experience.
• Maintain communication with healthcare professionals to ensure that patient needs are met effectively.
7. Documentation & Reporting:
   
• Maintain accurate records of patient feedback, complaints, and service requests.
• Prepare regular reports to track customer service performance and patient satisfaction levels.
8. Health and Safety Compliance:
   
• Ensure that all interactions with patients adhere to health and safety protocols, including privacy and confidentiality regulations.
• Help patients understand hospital policies regarding COVID-19 safety, hygiene, and other essential guidelines.
9. Promote Positive Hospital Image:
   
• Contribute to creating a positive image of the hospital through high standards of customer service.
• Represent the hospital's values in all interactions with patients, visitors, and staff.

Key Requirements:

• Educational Qualifications:
  
• Minimum High School diploma or equivalent; a degree in healthcare administration or customer service management is a plus.
• Graduation is a must
• Experience:
  
• Previous experience in customer service, particularly in a healthcare setting, is preferred.
• Experience handling patient interactions, concerns, and inquiries is a significant advantage.
• Skills and Competencies:
  
• Strong communication and interpersonal skills.
• Excellent problem-solving abilities.
• Empathy, patience, and the ability to work under pressure.
• Basic knowledge of medical terminology and hospital procedures.
• Ability to use hospital management software and other IT systems.
• Personal Traits:
  
• Detail-oriented, with a focus on customer satisfaction.
• Professional appearance and demeanor.
• Ability to work collaboratively in a multidisciplinary environment.
• Flexible and adaptable to changing hospital needs.

Work Environment:

The Customer Care Executive will work in a fast-paced, patient-centered environment, requiring a high degree of professionalism, tact, and compassion. The position may involve working in shifts, including evenings, weekends, and holidays, depending on the hospital's operational hours.

Interested candidates please walk in with your update resume to the Hospital or can email us at hr@noblehrc.com.

Thanks

HR Team