Customer Support Executive (Healthcare)

About Us: Luma fertility is a next-generation fertility company founded by a second-time entrepreneur and backed by marquee VC funds. Our mission is to revolutionize the fertility space with a customer-centric and tech-enabled approach. We aim to create a gold-standard IVF experience with in-house doctors, best success rates, and advanced protocols. Our services include egg freezing and IVF, with a vision to deliver IVF 2.0 in India through best-in-class customer experience.

Job Role: We are seeking a motivated and empathetic Customer Care Executive to join our team. You will play a vital role in engaging with potential patients, guiding them through our services, and addressing their concerns with sensitivity and professionalism. This role is perfect for someone passionate about helping others and driven to make a difference in people’s lives.

Key Responsibilities

Proactively contact potential and existing patients to share information about fertility services, free consultations, and clinic offerings.

Educate patients about our procedures, treatment options, and processes, ensuring clarity and confidence in their decision-making.

Consistently follow up with leads, inquiries, and patients to address their questions and provide timely assistance.

Assist patients in booking consultations and follow-up appointments with our fertility specialists.

Maintain accurate records of patient interactions, inquiries, and follow-ups using clinic CRM software.

Gather feedback from patients about their experience and share insights to improve service delivery.

Work closely with the clinical and administrative teams to ensure seamless patient care.

Adhere to all clinic policies, patient confidentiality guidelines, and healthcare regulations.

Qualifications & Skills

A degree in healthcare, communication, or a related field is preferred.

1-3 years in outbound customer service or a healthcare environment, preferably in an IVF or fertility clinic.

Excellent verbal and written communication skills in [preferred languages].

Ability to handle sensitive topics and interact with patients with compassion and professionalism.

Proficiency in using CRM tools, MS Office, and phone systems.

Strong organizational and multitasking abilities.

Collaborative approach with a proactive attitude.

Passion for making a positive impact in the women’s health space is a plus.

Experience in a startup or high-growth environment is a plus

Benefits

Competitive salary and incentives

Opportunities for growth and learning within the healthcare field

Comprehensive training on IVF and fertility care processes

Supportive and inclusive work environment

Job Type

Full-time

Pay

₹25,000.00 - ₹40,000.00 per month

Language

English (Required)

Work Location

In person