Tele Calling Executive

Job Description – Hospital Telecaller

Position: Telecaller – Hospital Call Centre
Department: Patient Support / Contact Centre
Location: Hospital Premises
Employment Type: Full-Time
Experience: 0–2 years in telecalling, customer service, healthcare support, or a similar role

About the Role

We are looking for a Telecaller to handle patient and attendant communication on behalf of the hospital. The role involves managing inbound and outbound calls, assisting patients with basic hospital-related information, scheduling appointments, conducting follow-ups, and ensuring a smooth patient experience.

Key Responsibilities

1. Inbound Calling

• Answer incoming calls from patients and attendants professionally.
• Provide accurate information regarding OPD timings, doctors, departments, services, and hospital facilities.
• Assist patients with appointment-related queries.
• Handle complaints and queries politely and escalate issues to the concerned department when required.
• Record all relevant patient interactions in the hospital system/CRM.

2. Outbound Calling

• Make appointment confirmation and reminder calls.
• Conduct follow-up calls with patients after consultations, procedures, or discharge as instructed.
• Contact patients regarding health packages, investigations, health camps, or hospital campaigns.
• Follow up on leads generated through the hospital website, social media, campaigns, or other sources.
• Conduct feedback calls to understand the patient's experience.

3. Patient Support

• Guide patients regarding the appropriate hospital department or service.
• Coordinate with concerned hospital teams for unresolved patient queries.
• Maintain a polite, empathetic, and professional approach while interacting with patients and attendants.
• Ensure patient information and conversations are handled with confidentiality.

4. Data & Reporting

• Maintain accurate call records and patient information.
• Update appointment, follow-up, lead, and feedback details in the CRM/HIS.
• Achieve assigned daily/monthly calling and follow-up targets.
• Share required reports with the Team Leader.
• Ensure proper documentation of missed calls, callbacks, complaints, and escalations.

Skills Required

• Good verbal communication skills in Hindi and English.
• Pleasant, patient, and professional telephone etiquette.
• Basic computer and MS Excel knowledge.
• Ability to understand and communicate basic hospital-related information.
• Good listening and problem-solving skills.
• Ability to handle difficult or emotional patients calmly.
• Comfortable working in shifts, including rotational shifts if required.
• Ability to work with targets and follow defined processes.

Preferred Qualifications

• Graduate preferred; candidates with relevant experience may also be considered.
• Prior experience in a hospital, healthcare BPO, call centre, clinic, or customer support role will be an advantage.

Key Performance Indicators (KPIs)

• Number of calls handled.
• Appointment conversions/bookings.
• Appointment confirmation and follow-up completion.
• Lead follow-up and conversion.
• Patient feedback completion.
• Call quality and communication standards.
• Data accuracy and CRM/HIS updates.
• Response time and adherence to assigned schedules.

Pay: ₹13,000.00 - ₹16,000.00 per month

Work Location: In person