Customer Experience agent ( Internal Medicine Doctor)

Job Summary Customer Experience Agent – Internal Medicine The Customer Experience Agent (Internal Medicine Doctor) is responsible for delivering exceptional patient support by providing accurate medical guidance within the scope of internal medicine, coordinating patient care, addressing inquiries, and ensuring a seamless patient experience throughout the healthcare journey. The role combines clinical expertise with excellent communication and customer service skills to enhance patient satisfaction and treatment outcomes.

Key Responsibilities

Patient Support

• Respond to patient inquiries through phone calls, chat, email, or other communication channels.
• Provide medical guidance related to internal medicine within approved clinical protocols.
• Assess patient concerns and determine the appropriate next steps or referrals.
• Educate patients about diagnoses, treatment plans, medications, and preventive care.

Care Coordination

• Coordinate patient appointments, follow-ups, and referrals with healthcare providers.
• Escalate urgent or complex medical cases to the appropriate physician or specialist.
• Ensure continuity of care by following up with patients regarding treatment progress.

Customer Experience

• Deliver a professional, empathetic, and patient-centered experience.
• Resolve patient concerns and complaints efficiently while maintaining high satisfaction levels.
• Build trust and maintain positive relationships with patients.

Documentation & Compliance

• Accurately document all patient interactions in the CRM and electronic medical records (EMR) systems.
• Maintain patient confidentiality and comply with healthcare regulations and company policies.
• Ensure all communications meet clinical and quality standards.

Collaboration

• Work closely with physicians, nurses, pharmacists, and other healthcare professionals.
• Collaborate with the Customer Experience and Operations teams to improve patient satisfaction and service quality.
• Participate in quality improvement initiatives and process enhancements.

Key Performance Indicators (KPIs)

• Patient Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Response Time
• Quality Assurance Score
• Documentation Accuracy
• Follow-up Compliance
• Patient Retention Rate
• Service Level Agreement (SLA) Compliance

Qualifications

• Bachelor's Degree in Medicine (MBBS/MBBCh).
• Specialization or strong clinical experience in Internal Medicine.

Apply Here: [email protected].