CRE

CRE – Customer Relationship Executive

Job Description – MACARE Diagnostics & Polyclinic

Job Title

Customer Relationship Executive (CRE)

Department

Front Office / Customer Relations

Job Purpose

To provide excellent customer service, assist patients throughout their visit, coordinate with different departments, and ensure a smooth and positive patient experience at MACARE Diagnostics & Polyclinic.

Key Responsibilities

• Welcome and professionally attend to patients and visitors.
• Understand patient requirements and provide accurate information about available diagnostic and clinical services.
• Assist patients with registration, billing, appointments, reports, and other front-office requirements.
• Coordinate patient appointments with doctors, laboratory, radiology, CT, MRI, and other departments.
• Guide patients regarding preparation requirements for diagnostic procedures and health check-up packages.
• Handle patient enquiries through phone calls, WhatsApp, and other communication channels.
• Follow up with patients regarding appointments, reports, health check-ups, and pending services.
• Address patient complaints and concerns promptly and escalate unresolved issues to the concerned authority.
• Maintain good communication and coordination with doctors, technicians, nurses, reception staff, and other departments.
• Promote health check-up packages, diagnostic services, and other available services when appropriate.
• Support marketing and patient engagement activities, including camps and promotional activities.
• Maintain proper records of patient enquiries, follow-ups, feedback, and complaints.
• Collect patient feedback and communicate suggestions for service improvement.
• Ensure confidentiality and proper handling of patient information.
• Follow all organizational policies, SOPs, and customer service standards.
• Perform any other duties assigned by the Centre Head or reporting authority.

Required Skills & Qualifications

• Graduate in any discipline; healthcare/customer service experience will be an advantage.
• Good communication and interpersonal skills.
• Fluency in Malayalam and English; knowledge of Hindi is an added advantage.
• Basic computer knowledge and familiarity with MS Office.
• Good telephone etiquette and customer-handling skills.
• Ability to work under pressure and manage multiple tasks.
• Positive attitude, patience, and a customer-focused approach.
• Previous experience in a hospital, diagnostic centre, clinic, or healthcare organization will be preferred.

Key Performance Indicators (KPIs)

• Patient satisfaction and feedback.
• Appointment and enquiry conversion.
• Timely follow-up with patients.
• Complaint resolution and response time.
• Accuracy in patient coordination and documentation.
• Customer retention and service quality.
• Compliance with SOPs and organizational policies.

Benefits:

• Provident Fund

Work Location: In person