Service Executive

Service Executive Position: Service Executive Department: Service / Operations Location: Pune / PCMC Employment Type: Full-Time Reporting To: Service Manager / Operations Manager Job Summary We are looking for a proactive, customer-focused, and detail-oriented Service Executive to ensure seamless patient service delivery and operational coordination. The ideal candidate will be responsible for scheduling and coordinating webinars, handling patient queries, managing service-related documentation, coordinating across departments, maintaining accurate data, conducting follow-up calls, and ensuring an exceptional patient experience throughout the service journey. Roles & Responsibilities 1. Webinar Scheduling, Support & Coordination Schedule webinars and patient education sessions as per the planned calendar. Coordinate with doctors, speakers, and internal departments to ensure smooth execution. Share webinar links, reminders, and joining instructions with participants. Provide technical and operational support before and during webinars. Maintain attendance records and webinar reports. 2. Query Handling Handle patient queries through phone calls, WhatsApp, email, and other communication channels. Provide accurate information regarding services, appointments, treatment plans, and programs. Resolve patient concerns promptly and professionally. Escalate complex issues to the concerned department when necessary. 3. Kit Work & Interdepartmental Coordination Coordinate the preparation and dispatch of patient kits. Ensure timely availability of required materials and documents. Work closely with doctors, dietitians, logistics, and other departments for smooth service delivery. Support teamwork and maintain effective communication across departments. 4. Data Management Maintain accurate patient records in the CRM/HMIS system. Update service status, webinar attendance, follow-up records, and patient interactions. Generate daily, weekly, and monthly service reports. Ensure data accuracy, confidentiality, and timely documentation. 5. Drop-Out Calling Contact patients who have discontinued or become inactive in the program. Understand the reasons for discontinuation and document feedback. Counsel and motivate patients to rejoin the program whenever possible. Coordinate with relevant departments for patient re-engagement. 6. Feedback Calling Conduct feedback calls after consultations, webinars, or service completion. Collect patient feedback on service quality and overall experience. Record suggestions and escalate service concerns for corrective action. Support continuous service improvement through feedback analysis. 7. Knowledge & Work Culture Stay updated with company services, treatment protocols, SOPs, and operational processes. Participate actively in training sessions and skill development programs. Follow organizational policies, ethical standards, and quality guidelines. Demonstrate…