Customer Care Executive

We are seeking a compassionate and dedicated Customer Care Executive to join our hospital's patient experience team. As a Customer Care Executive in a hospital setting, you will be the point of contact for patients and their families, ensuring that their needs are met, questions are answered, and their hospital experience is as smooth and supportive as possible.

Responsibilities:

• Greet and welcome patients and their families as they enter the hospital.
• Patient Registration in HIS.
• Listen to patient concerns, questions, and feedback with empathy and understanding.
• Address inquiries regarding hospital services, policies, and procedures.
• Provide accurate and detailed information about appointments, admissions, and discharges.
• Assist patients in scheduling appointments, consultations, and follow-up visits.
• Coordinate appointment times based on patient and provider availability.
• Explain billing and insurance processes to patients, including co-pays and deductibles.
• Assist patients in understanding and resolving billing-related issues.
• Offer emotional support to patients and their families during stressful times.
• Ensure that patients are comfortable and have access to amenities while waiting.
• Handle patient complaints and concerns, escalating issues when necessary.
• Work with hospital departments to resolve patient issues promptly.
• Maintain accurate and organized records of patient interactions and case details.
• Document patient feedback and suggestions for improvement.
• Collect patient feedback on their hospital experience and care.
• Use patient feedback to identify areas for improvement in patient care and services.

• Bachelor's degree in Healthcare Administration, Hospitality, or a related field (relevant certifications are a plus).
• Proven experience in a customer service or patient care role, preferably in a hospital or healthcare setting.
• Excellent communication and interpersonal skills.
• Empathetic and patient demeanor when dealing with patients and families.
• Ability to remain calm and composed in high-stress situations.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in using hospital information systems and office software.
• Commitment to maintaining patient confidentiality and privacy.