Customer Experience Agent – Internal Medicine Doctor

About the role

We are looking for a qualified Internal Medicine doctor to act as a Customer Experience Agent, providing patients with accurate medical guidance and ensuring a smooth healthcare journey. The role blends clinical expertise with strong communication to improve patient satisfaction and treatment outcomes.

Key responsibilities

• Respond to patient inquiries via phone, chat, email, or other channels.
• Provide medical guidance related to internal medicine within approved clinical protocols.
• Assess patient concerns and determine appropriate next steps or referrals.
• Educate patients about diagnoses, treatment plans, medications, and preventive care.
• Coordinate appointments, follow‑ups, and referrals with healthcare providers.
• Escalate urgent or complex medical cases to the appropriate physician or specialist.
• Ensure continuity of care by following up on treatment progress.
• Deliver a professional, empathetic, patient‑centered experience.
• Resolve patient concerns and complaints efficiently while maintaining high satisfaction levels.
• Accurately document all interactions in CRM and EMR systems.
• Maintain patient confidentiality and comply with healthcare regulations.
• Collaborate with physicians, nurses, pharmacists, and other healthcare professionals.
• Participate in quality improvement initiatives and process enhancements.

Required profile

• Bachelor’s degree in Medicine (MBBS/MBBCh).
• Specialization or substantial clinical experience in Internal Medicine.

Required skills

• Proficiency with Customer Relationship Management (CRM) systems.
• Experience using Electronic Medical Records (EMR) platforms.