Customer Support Executive

About the Firm

BabyMD is on its 0-1 journey of becoming the chosen partner in parenting. We are based out of Bengaluru and have a digital offering for 24x7 chats and online video consultations with paediatricians, and a set of physical clinics in Bengaluru.

About The Investors

W Health Ventures is a Boston-based, healthcare-focused VC fund started in 2020 to invest in healthcare delivery innovation leveraging technology and AI in the US and India. To date, we have made eight selective investments that are now improving the lives of 20 million patients globally.

In 2022, we launched 2070 Health, a healthcare-focused Venture Studio. Here, we incubate innovative start-ups from scratch to disrupt large white spaces. In less than a year since the start of the Studio, we have launched four start-ups through our 40+ strong multi-functional team powered by 30+ engineering and AI resources.

About The Founder

Deeksha Senguttuvan, completed her master's from The Wharton School in Entrepreneurship and Innovation Major and IIM Kozhikode in marketing. Deeksha has a solid track record of excellence and innovation. With a long career that spans leading roles in the TATA Group, she has a proven history of driving digital transformation and patient engagement at Kauvery Hospitals to redefine the future of hospitals.

Hritikesh Thite, a seasoned professional with 16+ years of experience across prestigious organizations, is now the founder of BabyMD. Starting at Boston Consulting Group, he mastered strategic and analytical skills. He later served as Senior Vice President at Unacademy, driving growth and innovation. As Vice President at Healthifyme, he gained insights into health tech and wellness. Now at BabyMD, Hritikesh leverages his expertise to revolutionize pediatric healthcare, driving innovation and excellence.

Role

We are looking for a dedicated and empathetic Customer Support Executive to join our pediatric clinic team. The Customer Support Executive will be the primary point of contact for patients and their families, assisting with inquiries, explaining our clinic's services, and directing questions to the appropriate medical professionals when needed. This role plays a vital part in ensuring a positive patient experience and providing accurate information to our clients

Key Responsibilities:

• Customer Inquiries: Handle inquiries from patients, parents, and guardians regarding the clinic's services, appointment scheduling, billing, and general information on call or chat. Handle incoming customer calls, provide information, answer questions, and address concerns.
• Information Dissemination: Provide clear and comprehensive information about the clinic's offerings, including services, physicians, procedures, and policies.
• Appointment Scheduling: Assist patients in scheduling appointments with the appropriate paediatrician or specialist, taking into account patient preferences and availability.
• Follow Up-Follow up with customers to ensure their issues are resolved to their satisfaction
• Problem Resolution: Address customer concerns, complaints, and issues professionally and promptly, striving to find effective solutions and escalate complex matters to the relevant healthcare professionals.

Requirements

• Minimum 6 Months experience working in Customer Service with any graduate degree
• Customer service experience, preferably in a call centre or similar environment
• Bachelor's degree or equivalent relevant experience.
• Strong communication and interpersonal skills, with the ability to convey complex medical information in an understandable manner
• Proficiency in English, and knowledge of additional languages such as Hindi
• Excellent problem-solving abilities and a customer-focused approach.
• Empathy, patience, and a strong commitment to delivering exceptional customer service.
• Familiarity with medical terminology and healthcare insurance processes is advantageous.
• Proficiency in computer applications, including electronic health record systems and Microsoft Office.
• Multitasking capabilities, adaptability to changing situations, and the ability to work effectively in a fast-paced environment.
• Professionalism, reliability, and a dedication to maintaining a positive clinic-patient relationship.

Location- Remote