Patient Care Coordinator

Patient Care Counsellor – Head Office

Location: Chandigarh

Region of Work: Pan India

Experience: 4 – 6+ Years in Healthcare / Patient Relations

Salary: ₹18,000– ₹20,000 CTC

Languages: Hindi & English

Joining: Immediate Joiner Preferred

Role Summary

Head-office based role responsible for telephonically connecting with patients across RAHI Care centres, understanding their experience and concerns, providing appropriate support, and coordinating with internal teams for resolution to improve patient satisfaction and retention.

Key Responsibilities

•⁠ ⁠Proactively call patients to understand their dialysis and overall centre experience.

•⁠ ⁠Listen empathetically to concerns related to staff behaviour, hygiene, waiting time, service quality and coordination.

•⁠ ⁠Counsel and reassure patients appropriately while maintaining a professional and patient-friendly approach.

•⁠ ⁠Record feedback/complaints and coordinate with Centre and Operations teams for timely resolution.

•⁠ ⁠Follow up with patients to confirm resolution and satisfaction.

•⁠ ⁠Escalate serious, recurring or unresolved concerns to management.

•⁠ ⁠Identify recurring service gaps and highlight them for corrective action.

•⁠ ⁠Maintain records of patient calls, concerns, follow-ups and closures.

•⁠ ⁠Build patient trust and support retention through regular engagement and timely resolution of concerns.

Requirements

•⁠ ⁠3–5 years’ experience in healthcare, patient relations, hospital customer care or a similar role.

•⁠ ⁠Healthcare background mandatory; hospital/dialysis experience preferred.

•⁠ ⁠Strong Hindi & English communication and telephone counselling skills.

•⁠ ⁠Empathetic, patient and confident in handling complaints and difficult conversations.

•⁠ ⁠Strong follow-up and coordination skills.

•⁠ ⁠Basic knowledge of Excel/CRM and record maintenance.

Note: This is a Head Office-based telephonic patient engagement role and does not involve face-to-face or clinical patient care.