Customer Care Executive

The Customer Care Executive will manage patient enquiries, customer support, appointment guidance, front desk coordination, communication, complaint escalation, and patient service assistance at Wockhardt Hospitals, Mumbai. This requires graduate or postgraduate qualification in any discipline with 0–3 years of experience and is suitable for freshers.

Roles & Responsibilities

• Handle patient enquiries through phone calls, walk-ins, messages, and front office support channels.
• Guide patients and attendants regarding doctors, departments, services, timings, appointments, and hospital process flow.
• Support appointment scheduling, patient registration, OPD coordination, report guidance, and basic billing direction.
• Communicate politely with patients, attendants, visitors, and internal hospital teams.
• Coordinate with front office, OPD, billing, laboratory, pharmacy, nursing, and patient care teams.
• Track patient queries, pending responses, service requests, and follow-up requirements.
• Escalate unresolved complaints, service delays, or patient concerns to seniors promptly.
• Maintain enquiry logs, call records, patient service records, and communication updates.
• Use hospital software, telephone systems, Excel, printer, and office tools efficiently.
• Maintain confidentiality of patient information and hospital records.
• Support patient satisfaction and service recovery activities when required.
• Ensure helpful, respectful, and patient-friendly customer care services.

Wockhardt Hospital’s existence is the result of a 35-year tradition of caring and innovation nurtured by Wockhardt Ltd, India’s 5th largest Pharmaceutical and Healthcare company with a presence in 20 countries across the globe.

Within a short period since its inception, Wockhardt Hospitals has become a leading health service provider with its strong presence in the western parts of the country i.e. Mumbai, Nagpur, Rajkot. This group of five hospitals fulfills the need of the community in its chosen field of super specialty like Cardiology, Orthopedics, Neurology, Gastroenterology, Urology, Aesthetics and Minimal Access Surgery.

We follow process driven quality systems that adhere to international standards of clinical care, safe environment, infection control and respect for patient rights & privacy. With state-of-the-art multi-disciplinary capabilities and world-class infrastructure and technology, we enrich the quality of life of every patient in a caring and nurturing environment and greatest respect for human dignity and life. Many of the Wockhardt group of hospitals have accreditation of the NABH (National Accreditation Board of Hospitals & Healthcare), the highest and the most stringent quality standards institution in India and the National authority in healthcare accreditation, and our flagship hospital in Mumbai Central is also accredited by JCI (Joint Commission International) which is the gold standard in the global healthcare community. To meet these standards the hospital needs to have a quality-driven approach right from the patient registration, admission, pre-surgery & post-surgery protocols, discharge from the hospitals to follow-ups after discharge.