Senior Officer - Customer Care

The Senior Officer - Customer Care will be responsible for managing patient communication, admission support, enquiry handling, service coordination, feedback management, and patient relationship activities in a hospital environment. This requires excellent communication skills, hospital process knowledge, problem-solving ability, and a patient-first attitude. The candidate will ensure smooth coordination between patients, relatives, front office, billing, doctors, nursing, and administrative teams.

Roles & Responsibilities

• Handle patient and attendant enquiries related to hospital services, admission, consultation, and procedures.
• Guide patients through admission, registration, documentation, billing, and service processes.
• Coordinate with front office, billing, nursing, doctors, diagnostics, insurance, and administration teams.
• Provide accurate information about doctor availability, department services, room categories, and hospital facilities.
• Manage patient communication through phone calls, walk-ins, WhatsApp, email, and internal coordination channels.
• Resolve patient concerns politely and escalate critical issues to senior management when required.
• Support admission coordination, bed availability updates, and patient movement within the hospital.
• Maintain patient enquiry records, admission details, follow-up notes, feedback forms, and daily reports.
• Ensure timely communication with patients and relatives regarding process updates and pending requirements.
• Handle service delays, complaints, and patient dissatisfaction with empathy and professionalism.
• Coordinate with billing and insurance teams for patient estimates, approvals, and discharge-related communication.
• Support patient feedback collection, service improvement actions, and satisfaction tracking.
• Maintain confidentiality of patient information and follow hospital communication protocols.
• Guide junior customer care staff on patient handling, communication standards, and workflow coordination.
• Create a positive patient experience through clear guidance, respectful behavior, and timely support.

Kokilaben Dhirubhai Ambani Hospital & Medical Research Institute was established with a vision to strengthen healthcare services in the communities we serve and empower patients to make informed healthcare decisions. Inaugurated in January 2009, the hospital is a major social initiative by the Reliance Group and has been designed to enhance India’s reputation as a leading global healthcare destination.

Located in Mumbai, Kokilaben Hospital is known for its excellence in clinical care, advanced diagnostic services, medical research, and patient-focused treatment. The hospital is committed to delivering world-class healthcare through cutting-edge medical technology, modern infrastructure, and a highly experienced team of healthcare professionals.

Kokilaben Hospital is the only hospital in Mumbai to operate with a Full-Time Specialist System, ensuring round-the-clock availability of leading medical experts across specialties. The 750-bed multi-speciality hospital is supported by over 103 full-time doctors, 520 nurses, and nearly 200 paramedical professionals, with the team continuing to grow.

With a strong focus on ethical medical practices, professional excellence, and compassionate patient care, Kokilaben Dhirubhai Ambani Hospital aims to meet the highest international healthcare standards. Equipped with advanced medical infrastructure and dedicated staff, the hospital continues to transform the way healthcare is delivered in India.