Customer Support Associate

We are looking for a Customer Support Associate for the Customer Support department at Manipal Hospitals, Gurugram. The candidate will handle customer care calls, voice process support, patient inquiries, service guidance, and issue resolution. The requires excellent communication skills, patience, customer service attitude, and ability to support patients professionally.

Role & Responsibilities:

• Handle inbound and outbound customer support calls professionally.
• Respond to patient queries related to hospital services, appointments, and departments.
• Provide accurate information about doctors, procedures, timings, and service process.
• Register patient concerns and coordinate with internal teams for resolution.
• Maintain call logs, customer interaction records, and follow-up details.
• Support appointment booking, confirmation, cancellation, and rescheduling.
• Escalate unresolved or sensitive issues to senior customer support staff.
• Maintain service quality and polite communication during all calls.
• Follow standard call scripts, communication guidelines, and hospital protocols.
• Coordinate with OPD, billing, diagnostics, pharmacy, and patient care teams.
• Support voice process targets related to call handling and patient satisfaction.
• Maintain confidentiality of patient and customer information.
• Prepare daily updates or reports on calls, queries, and issue status.
• Represent the hospital brand with empathy, clarity, and professionalism.

Manipal Hospitals is one of India's leading multi-speciality healthcare providers and a part of the Manipal Education and Medical Group (MEMG). Headquartered in Bengaluru, Karnataka, the healthcare network is renowned for its clinical excellence, patient-centric care, ethical medical practices, and advanced healthcare infrastructure. The journey of Manipal Hospitals began in 1991 with its flagship hospital on Old Airport Road, Bengaluru, and has since grown into one of the largest healthcare networks in India.

With a strong presence across India, Manipal Hospitals serves millions of patients through a comprehensive range of medical, surgical, diagnostic, and preventive healthcare services delivered by highly skilled healthcare professionals.

Our Story

Manipal Hospitals was founded with a vision to make world-class healthcare accessible through innovation, expertise, and compassionate care. The network's journey started in Bengaluru in 1991 and has evolved into one of India's most trusted healthcare brands, with hospitals across multiple cities and a commitment to delivering superior healthcare outcomes.

Built on the legacy of the Manipal Group and inspired by the values of healthcare pioneer Dr. T. M. A. Pai, the organization continues to expand its reach while maintaining a strong focus on quality, ethics, and patient well-being.

Our Mission

To provide high-quality, affordable, and patient-focused healthcare services through clinical excellence, advanced technology, and ethical medical practices.

Key mission priorities include:

• Delivering superior healthcare outcomes
• Ensuring patient-centric care
• Upholding ethical medical practices
• Promoting innovation and clinical excellence
• Providing accessible healthcare services
• Enhancing patient safety and satisfaction

Our Vision

To be the most trusted healthcare partner by delivering exceptional medical care through innovation, expertise, compassion, and continuous improvement.

Our Services / What We Offer

Manipal Hospitals offers comprehensive healthcare services across numerous specialties and centres of excellence.

Centres of Excellence

• Cardiology & Cardiothoracic Surgery
• Neurology & Neurosurgery
• Orthopaedics & Joint Replacement
• Oncology & Cancer Care
• Nephrology & Urology
• Gastroenterology
• Liver Transplantation
• Organ Transplant Services
• Spine Care
• Rheumatology
• Women's & Child Care
• Paediatrics & Neonatal Care

Advanced Surgical Services

• Robotic Surgery
• Robotic Spine Surgery
• Orthopaedic Robotic Surgery
• Bariatric Surgery
• Minimally Invasive Surgery
• Bone Marrow Transplantation
• Liver Transplant Surgery
• Advanced Cancer Surgery

Diagnostic & Support Services

• Advanced Diagnostic Imaging
• Laboratory Medicine
• Dialysis Services
• Emergency & Trauma Care
• Critical Care Services
• Preventive Health Check-ups
• Rehabilitation Services
• International Patient Services

Why Choose Us

• One of India's leading healthcare networks
• More than 12,600 operational beds across the network
• Presence in over 24 cities across India
• Highly experienced doctors and specialists
• Advanced medical technology and infrastructure
• Patient-first approach to healthcare
• Ethical and transparent medical practices
• Comprehensive multi-speciality and super-speciality care
• Strong focus on safety and quality
• Dedicated international patient services

Our Team

Manipal Hospitals is supported by a multidisciplinary team of doctors, surgeons, specialists, nurses, paramedical professionals, and healthcare experts dedicated to delivering exceptional patient care. The organization emphasizes collaborative treatment approaches that ensure comprehensive diagnosis, treatment, and recovery support for every patient.

The healthcare network is led by experienced leadership teams committed to advancing healthcare standards through innovation, operational excellence, and patient-centered services.

Infrastructure / Technology

Manipal Hospitals continuously invests in advanced healthcare infrastructure and cutting-edge medical technologies to provide world-class treatment and improve patient outcomes. Its facilities are designed to support complex procedures, critical care services, and advanced diagnostics.

Key infrastructure highlights include:

• Advanced Robotic Surgery Systems
• State-of-the-Art Operation Theatres
• Comprehensive Critical Care Units
• Advanced Diagnostic Imaging Facilities
• Organ Transplant Programs
• Bone Marrow Transplant Units
• Emergency & Trauma Centers
• Modern Laboratory Services
• Digital Healthcare Systems
• International Patient Care Facilities

Our Core Values

The foundation of Manipal Hospitals is built upon strong values that guide every aspect of patient care:

• Clinical Excellence
• Patient-Centric Care
• Compassion
• Integrity
• Ethical Practices
• Transparency
• Innovation
• Accountability

These values help create a healthcare environment focused on trust, quality, and long-term patient well-being.

Our Commitment

At Manipal Hospitals, patients remain at the center of every decision. The organization is committed to delivering high-quality healthcare that combines medical expertise, advanced technology, and compassionate care. Through continuous innovation and adherence to global healthcare standards, Manipal Hospitals strives to improve lives and create healthier communities.