Contact Centre Associate
Department
Contact Centre / Patient Services
Job Summary
The Contact Centre Associate serves as the first point of contact for patients and visitors, providing prompt and professional assistance over phone, email, and digital channels. The role involves appointment scheduling, handling enquiries, coordinating with clinical and non-clinical departments, and delivering excellent patient service while maintaining confidentiality.
Key Responsibilities
- Answer inbound calls and respond to patient enquiries in a courteous and timely manner.
- Schedule, reschedule, and cancel appointments for consultants and diagnostic services.
- Provide accurate information regarding hospital services, departments, doctors, timings, and procedures.
- Register patient requests, complaints, and feedback, and ensure timely resolution through coordination with concerned departments.
- Handle enquiries related to insurance, corporate tie-ups, health packages, and admission processes.
- Coordinate with OPD, IPD, Diagnostics, Pharmacy, Billing, and other departments to facilitate patient care.
- Maintain accurate records of all calls, enquiries, appointments, and follow-ups in the Hospital Information System (HIS) or CRM.
- Make outbound calls for appointment confirmations, reminders, follow-up care, and patient feedback.
- Escalate critical issues to the appropriate department or supervisor.
- Ensure compliance with hospital policies, patient privacy, and data confidentiality.
- Achieve service quality standards, response time, and call handling targets.
Qualifications
- Graduate in any discipline (Healthcare or Hospital Administration preferred).
Experience
- 0–3 years of experience in a hospital contact centre, customer service, or healthcare BPO.
- Fresh graduates with excellent communication skills may also apply.
Required Skills
- Excellent verbal and written communication in English and Kannada (Hindi is an added advantage).
- Strong customer service and interpersonal skills.
- Good telephone etiquette and active listening skills.
- Basic computer proficiency and typing skills.
- Knowledge of Microsoft Office and Hospital Information Systems (HIS) or CRM.
- Ability to multitask and work in a fast-paced environment.
- Strong problem-solving and coordination skills.
Good to Have
- Experience in appointment scheduling and patient registration.
- Knowledge of medical terminology and hospital workflows.
- Familiarity with healthcare insurance and cashless processes.
- Experience with call centre metrics and quality standards.
Key Competencies
- Patient-centric approach
- Professionalism and empathy
- Attention to detail
- Time management
- Teamwork and collaboration
- Accountability
- Adaptability under pressure
- Confidentiality and ethical conduct
Working Conditions
- Rotational shifts, including weekends and public holidays, as per hospital operations.
- Primarily office-based with extensive use of telephone and computer systems.
- May be required to support emergency communication during peak hours or hospital exigencies.
Pay: ₹23,000.00 - ₹28,000.00 per month
Benefits:
Work Location: In person
