HealthCare Customer Care Executive (225-1011)

As a Healthcare Customer Care Executive, you will serve as the first point of contact for patients and customers within a healthcare setting. Your primary role will be to address inquiries, resolve issues, and provide information regarding services, products, and healthcare processes to ensure a positive customer experience. You will play a crucial role in enhancing patient satisfaction and maintaining operational effectiveness by closely interacting with internal teams such as medical professionals, administrative staff, and management. An ideal candidate exhibits strong communication skills, empathy, and a solid understanding of healthcare protocols, helping to bridge any communication gaps and ensuring that customers receive accurate and timely assistance. This dynamic role demands a commitment to professional growth and a desire to consistently contribute to the improvement of customer service standards within the healthcare industry.

Responsibilities

• Respond promptly and accurately to customer inquiries via telephone, email, or in person.
• Provide comprehensive information regarding healthcare services, procedures, and regulations.
• Facilitate effective communication between patients, healthcare providers, and other stakeholders.
• Resolve customer grievances and escalate complex issues to the appropriate department.
• Maintain detailed records of customer interactions and transactions using CRM systems.
• Identify and recommend improvements to enhance customer service processes and satisfaction.
• Collaborate with healthcare teams to coordinate patient appointments and follow-up care.
• Stay informed about new healthcare policies, practices, and technology developments.
• Assist in developing and implementing strategies to enhance patient satisfaction.
• Conduct satisfaction surveys to gather customer feedback and identify improvement areas.
• Uphold the confidentiality and integrity of patient information in alignment with HIPAA.
• Participate in ongoing training to stay abreast of the healthcare industry standards.

Requirements

• A bachelor’s degree in healthcare administration, communications, or a related field.
• Minimum of two years’ experience in a customer service role, preferably in healthcare.
• Excellent verbal and written communication skills for effective customer interaction.
• Proficiency in using CRM software and MS Office applications for data management.
• Exceptional problem-solving skills to effectively address and resolve customer concerns.
• Strong organizational abilities and attention to detail in a fast-paced environment.
• Ability to work flexible hours, including evenings and weekends, as necessary.