Tele Caller Executive

JOB DESCRIPTION :TELECALLER EXECUTIVE

Organization: Devanika Hospital & Research Center
Location: Tupudana, Ranchi, Jharkhand
Department: Front Office / Patient Relations / Marketing
Position: Telecaller Executive
Employment Type: Full-Time

1. Job Summary

Devanika Hospital & Research Center is looking for a Telecaller Executive to handle incoming and outgoing calls related to patient enquiries, appointments, follow-ups, hospital services and patient support.

The candidate will be responsible for communicating professionally with patients and attendants, providing basic information about hospital services, scheduling appointments, conducting follow-up calls and maintaining accurate call records.

The ideal candidate should have excellent communication skills, a pleasant telephone manner, good follow-up ability and a patient-friendly approach.

2. Key ResponsibilitiesA. Inbound Calls

• Answer incoming calls from patients, attendants and visitors professionally.
• Understand the purpose of the call and provide appropriate information.
• Handle enquiries regarding doctors, OPD timings, appointments, hospital services and general procedures.
• Direct medical or specialized queries to the appropriate department or authorized staff.
• Transfer calls to the concerned department when required.
• Handle calls politely and efficiently while minimizing unnecessary waiting time.

B. Outbound Calls

• Make calls to patients for appointment confirmation and reminders.
• Conduct follow-up calls with patients as assigned.
• Contact patients regarding scheduled consultations, investigations or follow-up visits.
• Make patient feedback and satisfaction calls.
• Follow up with patients who have made enquiries but have not yet visited the hospital.
• Conduct promotional/service-related calls as instructed by management and within approved communication guidelines.

C. Appointment Coordination

• Schedule, confirm, reschedule or cancel appointments as per hospital procedures.
• Coordinate with doctors' schedules and concerned departments.
• Maintain accurate appointment information.
• Inform patients about appointment timings and relevant instructions provided by the hospital.
• Follow up on missed or cancelled appointments where required.

D. Patient Enquiry & Service Information

Provide accurate basic information regarding:

• OPD services
• Doctor availability and consultation timings
• Diagnostic services
• Hospital departments
• Admission-related processes
• General hospital facilities
• Appointment procedures
• Contact details of relevant departments

Note: The Telecaller Executive must not provide medical advice, diagnosis or treatment recommendations. Clinical queries should be directed to qualified medical professionals.

3. Patient Follow-Up & Feedback

• Contact patients after consultation/procedure as per assigned follow-up process.
• Collect patient feedback regarding hospital services.
• Record complaints or concerns accurately.
• Forward complaints to the appropriate department or supervisor.
• Follow up on unresolved service-related issues as instructed.
• Maintain a courteous and empathetic approach during every interaction.

4. Call Records & Documentation

• Maintain accurate records of all inbound and outbound calls.
• Update patient/enquiry details in the hospital software, CRM or designated register.
• Record appointment status, follow-up requirements and call outcomes.
• Maintain daily call reports.
• Submit daily/weekly performance reports to the reporting manager.
• Ensure patient information is kept confidential.

5. Coordination with Hospital Departments

Coordinate with:

• Reception / Front Office
• Patient Relations
• OPD
• Nursing
• Doctors' Coordination Desk
• Diagnostics / Laboratory
• Billing
• Pharmacy
• Marketing
• Hospital Administration

Ensure that relevant information is communicated accurately and promptly.

6. Customer Service Responsibilities

• Maintain a polite, professional and patient-friendly tone.
• Listen carefully to patients and attendants.
• Understand their requirements before responding.
• Handle difficult or dissatisfied callers calmly.
• Escalate serious complaints or sensitive matters to the appropriate authority.
• Maintain professionalism even during high call volumes.

7. Required Qualification

Minimum Qualification:

• 10+2 / Graduate in any discipline.

Preferred:

• Graduate in any discipline with good communication skills.
• Candidates with experience in healthcare, hospitality, customer service or telecalling will be preferred.

8. Experience

• 0–2 years of experience in telecalling, customer service, front office, healthcare or related fields.
• Freshers with good communication skills may also be considered.
• Prior hospital/healthcare telecalling experience will be an advantage.

9. Required Skills & Competencies

• Excellent verbal communication skills.
• Good command of Hindi and English.
• Knowledge of local/regional language will be an advantage.
• Pleasant telephone etiquette.
• Good listening and convincing skills.
• Strong follow-up ability.
• Basic computer knowledge.
• Ability to use MS Word, Excel and hospital/CRM software.
• Good data-entry and documentation skills.
• Patient and empathetic approach.
• Ability to handle multiple calls and tasks.
• Ability to work under targets and deadlines where applicable.

10. Key Performance Indicators (KPIs)

Performance may be evaluated on:

• Number of calls handled.
• Appointment conversion and scheduling accuracy.
• Appointment confirmation and follow-up completion.
• Patient enquiry response time.
• Accuracy of call records.
• Follow-up effectiveness.
• Patient feedback quality.
• Professionalism and call etiquette.
• Complaint handling and escalation.
• Overall contribution to patient engagement and hospital service coordination.

11. Working Requirements

• Full-time position.
• Shift duties may be applicable as per hospital requirements.
• Willingness to work on weekends/holidays as per duty roster.
• Comfortable working in a target-oriented and patient-facing environment.

12. Salary

Salary: Negotiable and commensurate with qualification, experience and suitability.

13. Candidate Profile

The ideal candidate should be confident, polite, well-spoken, patient and comfortable communicating with people over the telephone.

The candidate should have a strong service orientation and be capable of converting enquiries into appointments through professional communication, while maintaining accuracy, confidentiality and the reputation of Devanika Hospital & Research Center.

14. Reporting To

Reports To: Patient Relations Manager / Front Office Manager / Hospital Administrator / Authorized Management Representative

Location:
Devanika Hospital & Research Center
Tupudana, Ranchi, Jharkhand

Pay: ₹8,000.00 - ₹12,000.00 per month

Work Location: In person