Telecaller / Telecalling Executive

Looking for a Telecaller Job in Lucknow Tender Palm Super-Speciality Hospital is hiring a dedicated, patient-focused, and communication-oriented Telecaller / Telecalling Executive to join its patient communication team.

The role involves handling patient enquiries, appointment coordination, follow-ups, and patient support through phone calls and digital communication channels. The ideal candidate should have excellent English and Hindi communication skills, a polite and empathetic approach, strong follow-up abilities, and the confidence to handle a high volume of patient interactions professionally.

Job Details

• Job Title: Telecaller / Telecalling Executive
• Job Location: Lucknow, Uttar Pradesh, India
• Department: Patient Communication
• Employment Type: Full-time, Permanent
• Work Mode: On-site / In Person
• Shift: Morning, Evening Night Shifts on a rotational basis
• Educational Qualification: Graduate in any stream

Key Roles Responsibilities

Inbound Patient Calls

• Receive and handle incoming calls from domestic and international patients.
• Understand patient requirements and provide clear and accurate information.
• Assist patients with queries related to OPD, doctors, departments, diagnostics, health packages, appointments, and hospital services.
• Guide patients to the appropriate department or concerned team whenever required.
• Handle patient and attendant queries with patience, empathy, and professionalism.
• Escalate complex or urgent queries to the concerned department or senior team member.

Outbound Calls Follow-ups

• Make outbound calls for appointment confirmation, reminders, follow-ups, and pending enquiries.
• Follow up with patients who have shown interest in consultations, diagnostics, treatments, or hospital services.
• Contact patients regarding missed calls, online enquiries, and appointment requests.
• Conduct appointment reminder and confirmation calls.
• Ensure scheduled appointments are successfully coordinated.
• Track pending follow-ups and complete them within the required timeline.

Appointment Coordination

• Schedule and confirm patient appointments with doctors and departments.
• Coordinate with hospital departments regarding appointment availability and patient requirements.
• Reschedule appointments whenever required.
• Maintain accurate records of confirmed, cancelled, rescheduled, and pending appointments.
• Ensure patients receive the necessary information before their scheduled visit.

Multi-Channel Patient Communication

Handle patient queries and communication through multiple channels, including:

• Phone calls
• WhatsApp
• Email
• Website and chat enquiries
• Respond to patient queries within the required timeline.
• Maintain professional and courteous communication across all channels.
• Record important patient communication and follow-up details accurately.

Patient Service Support

• Understand patient concerns and provide appropriate assistance within assigned responsibilities.
• Maintain a polite, confident, helpful, and empathetic communication style.
• Ensure a positive patient experience during every interaction.
• Build trust with patients and attendants through clear and professional communication.
• Coordinate with internal teams to ensure smooth patient support.

Data Management Reporting

• Maintain accurate records of calls, enquiries, appointments, follow-ups, and outcomes.
• Update patient and lead information in the designated system or Excel sheets.
• Prepare and share daily or weekly calling and appointment reports as required.
• Maintain confidentiality of patient information and hospital data.
• Track pending enquiries and follow-ups accurately.

Work Schedule

This is a full-time, on-site position in a hospital environment. The role includes Morning, Evening, and Night Shifts on a rotational basis.

Candidates must be comfortable working rotational shifts according to hospital requirements and should be prepared to work in a 24 7 healthcare environment.

Educational Qualification

Graduate in any stream is mandatory.

Required Skills Expertise

• Excellent spoken and written English communication skills
• Fluent Hindi communication skills
• MS Excel knowledge
• Good interpersonal and patient-handling skills
• Basic computer knowledge
• Good listening and communication skills
• Ability to handle multiple calls and enquiries efficiently
• Strong follow-up and coordination skills
• Patient, polite, confident, and empathetic approach

Preferred Experience

Candidates with previous experience in the following areas will be preferred:

• Telecalling
• Customer support
• Healthcare voice process
• Hospital front desk
• Patient coordination
• Patient counselling
• Call centre operations
• Healthcare industry

Previous experience in hospital telecalling, patient coordination, healthcare voice processes, customer support, or front-office operations will be an added advantage.

Eligibility Criteria

The ideal candidate should:

• Be comfortable handling high call volumes.
• Have excellent communication and listening skills.
• Be patient and empathetic while communicating with patients.
• Be comfortable working in a 24 7 hospital environment and rotational shifts.
• Have good computer and MS Excel skills.
• Be able to maintain accurate records and follow-ups.
• Be comfortable communicating with patients from different backgrounds.
• Have a strong sense of responsibility and professionalism.

Who Should Apply

This position is suitable for candidates who enjoy patient interaction, communication, coordination, and customer service and want to build a career in healthcare patient support.

Candidates with experience in hospital telecalling, patient coordination, healthcare voice processes, customer support, call centres, or front-office operations are encouraged to apply.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.