Customer Support Executive

Job Title: Customer Support Executive

Department: Customer Support / Front Office

Industry: Diagnostic Centre / Healthcare

Location: Saidapet, Chennai

Reporting To: Customer Support Manager / Centre Manager

Job SummaryThe Customer Support Executive is responsible for handling customer and patient queries, providing accurate information about diagnostic services, coordinating appointments and home collections, and ensuring a positive patient experience from enquiry to report delivery.

• Key ResponsibilitiesHandle incoming and outgoing calls from patients, customers, doctors, and corporate clients.
• Respond to customer enquiries regarding diagnostic tests, packages, pricing, preparation requirements, and report availability.
• Schedule and coordinate appointments for laboratory tests, scans, health check-ups, and home sample collections.
• Coordinate with phlebotomists, technicians, radiology teams, and centre staff for smooth service delivery.
• Provide patients with accurate instructions regarding test preparation and required documents.
• Follow up on pending appointments, home collections, reports, and customer requests.
• Handle complaints and resolve customer concerns professionally and promptly.
• Escalate unresolved or critical issues to the concerned supervisor or Centre Manager.
• Maintain accurate customer and patient information in the CRM/HIS or relevant system.
• Coordinate with branches and internal departments regarding patient requirements.
• Assist customers with online report access, report delivery, and other service-related queries.
• Maintain proper records of calls, complaints, feedback, and follow-ups.
• Conduct customer satisfaction follow-ups where required.
• Promote diagnostic packages, preventive health check-ups, and other relevant services.
• Ensure confidentiality and proper handling of patient information.
• Follow organizational SOPs, quality standards, and healthcare service protocols.
• Required SkillsExcellent verbal and written communication skills.
• Good telephone etiquette and active listening skills.
• Strong customer service orientation.
• Patience and empathy while dealing with patients.
• Good problem-solving and interpersonal skills.
• Ability to handle multiple calls and tasks efficiently.
• Basic computer knowledge and proficiency in MS Office.
• Knowledge of CRM/HIS or healthcare software is an advantage.
• Ability to work effectively under pressure.
• Good coordination and follow-up skills.
• QualificationAny Graduate / Diploma holder.
• Candidates with experience in healthcare, hospitals, diagnostic centres, BPO, call centres, or customer service will be preferred.

ExperiencePreferred: 1–3 years of experience in customer support, healthcare front office, hospital, diagnostic centre, or BPO operations.

• Key Performance Indicators (KPIs)Number of calls handled.
• Appointment conversion rate.
• Customer satisfaction and feedback.
• Complaint resolution time.
• Accuracy of information provided.
• Follow-up completion rate.
• Home collection coordination efficiency.
• Patient retention and service quality.
• Working ConditionsWillingness to work in rotational shifts, including night shifts, if required.
• Ability to handle high call volumes and urgent patient requirements.
• Professional and courteous interaction with patients at all times.

Note: The Customer Support Executive represents the organization during customer interactions and is expected to maintain a high standard of professionalism, empathy, confidentiality, and service excellence.