Manager - Customer Care

Job Overview:
We are seeking a compassionate and proactive Customer Care Manager to lead our patient support team at our IVF Center. The ideal candidate will ensure exceptional patient experiences, manage queries efficiently, and act as a bridge between patients and medical staff. This role requires empathy, excellent communication skills, and strong organizational abilities.

Key Responsibilities:

• Oversee the day-to-day operations of the patient care team.
• Serve as the primary point of contact for patients, addressing inquiries, concerns, and feedback promptly and professionally.
• Ensure patients have a seamless experience throughout their IVF journey, from initial consultation to post-treatment follow-up.
• Develop and implement customer service policies and protocols to maintain high patient satisfaction.
• Coordinate with doctors, nurses, and administrative staff to resolve patient issues efficiently.
• Maintain accurate patient records and ensure compliance with confidentiality and data protection standards.
• Monitor patient feedback and suggest improvements to enhance overall patient experience.
• Train, mentor, and supervise the customer care team, ensuring high performance and empathy-driven service.

Qualifications & Skills:

• Bachelor’s degree in Healthcare Management, Nursing, Life Sciences, or a related field.
• Proven experience in patient care management, healthcare customer service, or a similar role.
• Strong interpersonal and communication skills, with the ability to handle sensitive situations tactfully.
• Knowledge of IVF treatments and reproductive healthcare is preferred.
• Leadership skills and experience managing a team.
• Problem-solving abilities and attention to detail.
• Empathetic and patient-focused mindset.

Key Competencies:

• Excellent organizational and multitasking skills
• Conflict resolution and complaint management
• Ability to work collaboratively with medical and administrative teams
• Proficiency in using hospital management software and MS Office

Working Conditions:

• Full-time position
• May require flexible hours based on patient appointments and emergencies

Why Join Us:

• Be part of a compassionate team dedicated to helping patients on their fertility journey.
• Opportunity to lead and shape the patient care experience at a leading IVF center.

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person