Customer Service Officer/Executive

• 1 to 3 years
• The applicants should have experience in the following business area(s): NGO, Hospital

• Bachelor of Business Administration (BBA)
• Master of Business Administration (MBA)

• 1 to 3 years
• The applicants should have experience in the following business area(s): NGO, Hospital

• Age 23 to 35 years

This role is for Neuroscience & Psychiatry Hub Limited (NPHL), will serve as the first point of contact for all patients, guardians, and consultants at NPHL — delivering compassionate, professional, and efficient customer service across all touchpoints including front desk, OPD, IPD admissions, billing, digital communication, and complaint management.

Key Responsibilities:

• Greet and professionally interact with all visiting patients, guardians, and consultants.

• Manage front desk operations.

• Maintain a welcoming, organised reception environment at all times.

• Address all patient and guardian inquiries, concerns, and complaints promptly.

• Escalate unresolved issues to the OT/Clinical Coordinator.

• Document and follow up every complaint until fully resolved.

• Schedule and confirm appointments for psychiatrists, neurologists, and counsellors.

• Send reminders to patients.

• Manage cancellations and reschedules to maintain optimal OPD flow.

• Complete financial counselling for all IPD patients and triage cases.

• Obtain informed consent.

• Manage full admission documentation with zero documentation gaps.

• Handle billing and cash transactions.

• Maintain accurate financial and administrative records.

• Coordinate with the Finance team for daily reconciliation.

• Manage front desk phone, WhatsApp, email, and website enquiries efficiently.

• Ensure all digital communications receive a response within 2 hours during duty shift.

• Coordinate patient escort services, transportation, and logistics for meetings and events as required.

• Ensure patient movement within the facility is safe and timely.

• Monitor and communicate all lapses in OPD consultations, counselling sessions, IPD services, and maintenance issues promptly to the relevant department.

• Follow up until resolved.

• Prepare accurate daily, weekly, and monthly activity and performance reports.

• Maintain organised records of patient feedback, complaints, and service incidents in the HMIS.

• Maintain professional appearance and positive demeanor.

• Uphold The HUB's customer service standards at all times.

• Actively collect and submit patient feedback for service improvement.