Customer Care Executive

Job Description

To provide a range of reception intake and associated administrative services pertaining to incoming patients. The customer office executive will answer and direct incoming calls to appropriate individuals. Perform specified routine procedures such as greeting and referring patients, answering routine/administrative inquiries, and general office support activities as appropriate.

• Greets patients and their families, identifying the nature of their inquiry.
• Provides relevant information or directs patients to the appropriate department or contact.
• Advocates patient and family rights, responsibilities, confidentiality, and education.
• Develops and maintains feedback and complaint procedures to support customer redressal.
• Communicates all required information to the Floor Supervisor on a daily basis.
• Ensures smooth flow of visitors/patients and delivers outstanding customer service in a friendly environment.
• Provides accurate information regarding medical insurance coverage and verifies details before sending patients to the doctor.
• Investigates patient or visitor concerns and takes appropriate action.
• Maintains accurate records of all discussions and correspondence with customers.
• Handles patient inquiries, telephone calls, cash transactions, and back-office tasks as per the duty roster.
• Performs additional related duties as assigned by higher authorities.
• Complies with all OSH and infection-control policies, standards, and procedures.
• Works in accordance with documented OSH procedures, instructions, and specific responsibilities.
• Is familiar with emergency and evacuation procedures.
• Reports OSH hazards, incidents, near‑misses, and assists with risk assessments and incident reports.
• Complies with waste‑management procedures and policies.
• Attends required OSH and infection‑control training programs, mock drills, and awareness sessions.
• Uses appropriate personal protective equipment (PPE) and follows all safety systems.