Manager - Customer Care

Manager - Customer Care – Nova IVF Fertility

Reporting To

Center Manager

Department

Operations

Qualification

Any Graduate (Healthcare/Hospital Administration preferred)Experience: 2–8 years of experience in customer service

Job Objective

Lead and manage the customer care function to ensure an exceptional patient experience across all touchpoints, while overseeing front-office operations, patient relationship management, team performance, and service quality standards.

Key Responsibilities

Manage and supervise the Customer Care Executive team and front-office operations.

Ensure seamless patient registration, appointment scheduling, and service delivery.

Monitor patient satisfaction and resolve escalated complaints effectively.

Drive patient engagement, retention, and follow-up activities.

Coordinate with doctors, counselors, nursing staff, and operations teams to ensure smooth patient flow.

Monitor billing coordination, payment collections, and daily operational processes.

Analyze patient feedback and implement service improvement initiatives.

Train, coach, and evaluate customer care staff on service excellence and SOP compliance.

Ensure adherence to organizational policies, quality standards, and patient confidentiality requirements.

Prepare and present operational and patient experience reports to management.

Requirements

Graduate or Postgraduate in Business Administration, Healthcare Management, Hospital Administration, or related field.

2–8 years of experience in customer service, patient relations, hospital operations, or healthcare management.

Prior team management experience preferred.

Experience in IVF, fertility, healthcare, or hospital settings is an advantage.

Key Skills

Team Leadership & People Management

Patient Relationship Management

Customer Service Excellence

Complaint Resolution & Escalation Handling

Operations Coordination

Communication & Interpersonal Skills

Reporting & Data Analysis

Process Improvement & Quality Management

Key Performance Indicators (KPIs)

Patient Satisfaction (NPS/Feedback Scores)

Complaint Resolution Turnaround Time

Appointment Conversion & Retention Rates

Team Productivity and Performance

Service Quality Compliance

Operational Efficiency and Patient Experience Metrics

Pay

₹25,000.00 - ₹40,000.00 per month

Work Location

In person