Executive - Call Centre

Role & responsibilities

Call Centre Executive (Agent) takes calls from Patients / family members answering questions or addressing any concerns they may have. Their duties include handling every Inbound and outbound calls from patients / patient family members listening to their needs or issues and directing the calls if required.

Key Responsibilities :

• Receiving calls from patients / patient family members and book an appointment with the Consultants as per the available time slots for each OPD in Call Centre software.
• No Appointment request shall be denied without checking with the treating doctor; Educate patients / patient family members about the Emergency Department to approach in case of emergency.
• Act as a liaison for the patients of the Hospital
• Direct calls to other departments as necessary
• To follow the timelines as shared by the treating Consultant before booking the slots; To maintain the TAT (Turnaround Time) for each call and avoid missed calls.
• To follow the Call Centre manual before giving the appointment slots.
• To maintain missed call statistics on a daily basis.
• Enter the patient details in the software accurately.
• Responding efficiently and accurately to the calls, give possible solutions, and ensure that patients / patient family members feel supported and valued.
• Alert in active listening with callers, confirm / give more clear information and diffuse angry clients, as needed.
• Build long term relationships with patients / patient family members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understand and strive to meet or exceed call centre metrics while providing excellent consistent patients / patient family members.
• Taking part in training and other learning opportunities to expand knowledge of company and position.

Call Centre Representative Requirements:

• Must be a Graduate with good communication skills
• Active listening, and verbal communication skills with professional phone voice.
• Understanding the different services available at the Hospital and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision making skills.
• Adaptability and accountability.
• Fluency in English,Kannada & multiple languages may be desired

Perks and benefits

Salary as pre industry