Customer support Executive – Prolegion – Full Job Description

Company: Prolegion
Location: Hyderabad, Telangana
Job Type: Full-time
Salary: Full-time

Customer Support Executive – Hyderabad, Telangana, India

Job Details

• Skills: communication, CRM, English
• Job Type: FULL-TIME
• Availability: 0-15 days
• Experience Level: 2-6 Years

About the job

We are looking for a compassionate and professional Customer Support Executive to join our team in the healthcare industry. In this role, you will engage with patients, healthcare providers, and customers to resolve queries, offer support, and ensure a positive experience. Your ability to handle sensitive healthcare-related information with empathy and confidentiality will be crucial in providing top-notch service.

Key Responsibilities:

• Provide exceptional customer support through multiple channels (phone, email, chat) to patients, healthcare providers, and partners.
• Handle inquiries related to medical services, appointments, billing, insurance claims, and other healthcare-related concerns.
• Approach all customer interactions with care, empathy, and professionalism, ensuring patients’ concerns are addressed in a timely and respectful manner.
• Assist patients in navigating our healthcare services, explaining policies, and guiding them through medical procedures when needed.
• Ensure adherence to established healthcare industry standards, including privacy regulations (e.g., HIPAA, GDPR).
• Collaborate with other healthcare teams (doctors, medical staff, administrative departments) to resolve complex patient issues.
• Maintain accurate and up-to-date records of customer interactions and resolve any issues within the stipulated service levels.
• Contribute to improving customer support processes and workflows to enhance patient experience and satisfaction.
• Adhere to service level agreements (SLAs) and turnaround times (TATs) to ensure consistent, high-quality customer service.

Candidate Requirements:

• Min 2 years of experience in a customer support role, ideally within the healthcare or medical industry.
• Ability to handle voice and non-voice channels (phone, email, chat) with professionalism and empathy.
• Strong interpersonal and communication skills, with fluency in both English and Hindi.
• A keen understanding of healthcare-related terminology, policies, and regulations (training will be provided).
• Ability to handle sensitive information with discretion and confidentiality.
• Quick learner with a proactive attitude and strong problem-solving skills.
• Excellent multitasking ability, able to manage multiple inquiries while maintaining a high level of service quality.

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