EXECUTIVE-CALL CENTER

Key Responsibilities

• Inbound Call Handling: Attend incoming calls professionally and provide accurate information regarding hospital services, departments, doctors, timings, and facilities.
• Appointment Management: Schedule, reschedule, and cancel OPD, consultation, diagnostic, and procedure appointments as per hospital protocols.
• Patient Assistance: Understand patient requirements and guide them to the appropriate department, doctor, service, or hospital facility.
• Doctor & Service Information: Provide updated information about doctors, specialities, consultation timings, procedures, health packages, diagnostics, and other hospital services.
• Outbound Calls: Make reminder and follow-up calls for appointments, investigations, health check-ups, patient feedback, and other hospital requirements.
• Query & Complaint Handling: Listen to patient concerns, provide appropriate resolutions within authority, and escalate unresolved complaints to the concerned department.
• Patient Registration Support: Assist patients with registration-related information and guide them regarding required documents and hospital processes.
• Call Documentation: Accurately record call details, patient queries, appointments, follow-ups, complaints, and resolutions in the hospital/CRM system.
• Coordination: Coordinate with Front Office, OPD, Nursing, Diagnostics, Emergency, Billing, Insurance/TPA, and other departments to resolve patient requirements.
• Patient Experience & Reporting: Maintain professional communication and confidentiality while achieving call quality, response-time, appointment-conversion, and customer-service targets; prepare required daily/monthly reports.

Qualification & Experience

• Graduate in any discipline
• Prior experience in a hospital, healthcare call center, BPO, or customer service role is preferred.
• Experience in a multispeciality hospital will be an added advantage.

Pay: ₹250,000.00 - ₹500,000.00 per year

Benefits:

• Provident Fund

Work Location: In person