Job Description – Telecaller & Front Office Executive
Department: Front Office / Patient Relations
Location: Mind & Brain Hospital, Bengaluru
Employment Type: Full-Time
Reporting To: Front Office Manager / Hospital Administration
Contact:8310174500
Mail :[email protected]
Job Summary
We are looking for a Telecaller & Front Office Executive to manage patient calls, appointments, reception activities, and day-to-day patient coordination. The ideal candidate should have excellent communication skills, a professional attitude, and the ability to interact with patients and their families with empathy and patience.
Key Responsibilities1. Telecalling & Patient Coordination
- Handle incoming and outgoing calls from patients and their attendants.
- Respond to patient enquiries regarding consultations, appointments, hospital services, timings, and basic procedures.
- Make follow-up calls to patients regarding appointments and scheduled consultations.
- Coordinate appointment bookings, confirmations, rescheduling, and cancellations.
- Follow up with prospective patients and enquiries received through calls, website, social media, or other sources.
- Maintain accurate records of calls, enquiries, appointments, and follow-ups.
- Escalate clinical, emergency, or patient-related concerns to the appropriate department or senior.
2. Front Office & Reception
- Greet and welcome patients, attendants, doctors, and visitors professionally.
- Register new and returning patients as per hospital procedures.
- Assist patients with OPD registration, appointment coordination, and department navigation.
- Coordinate with doctors, nursing, billing, pharmacy, accounts, and other departments as required.
- Manage the reception desk and ensure smooth patient movement.
- Handle basic patient documentation and maintain confidentiality of patient information.
- Guide patients and attendants regarding hospital facilities, procedures, and relevant departments.
- Maintain a professional and organized reception area.
3. Patient Service & Communication
- Provide courteous and empathetic assistance to patients and attendants.
- Handle patient concerns professionally and escalate complaints when required.
- Maintain appropriate communication with psychiatric patients and their attendants with patience and sensitivity.
- Ensure a positive patient experience from registration to consultation.
- Follow hospital policies, protocols, and confidentiality requirements.
4. Administrative Responsibilities
- Maintain daily appointment and enquiry records.
- Coordinate with relevant departments for patient requirements.
- Assist with daily reports related to calls, appointments, enquiries, and patient visits.
- Ensure all information entered into the hospital/HRMS or patient management system is accurate.
- Support other front-office and administrative activities assigned by the reporting manager.
Qualifications
- Minimum: 12th Pass / Diploma / Graduate.
- Graduate candidates will be preferred.
- Candidates with a background in Hospital Administration, Healthcare Management, Customer Service, or Front Office Operations will have an advantage.
Experience
- 0–2 years of experience in telecalling, front office, customer service, hospital reception, or healthcare coordination.
- Freshers with good communication skills may also apply.
- Prior experience in a hospital or healthcare setting will be an added advantage.
Required Skills
- Excellent verbal communication skills in English and Kannada.
- Hindi or other regional languages will be an advantage.
- Good interpersonal and customer-service skills.
- Polite, patient, empathetic, and professional approach.
- Basic computer knowledge and ability to work with hospital software.
- Good telephone etiquette.
- Ability to multitask and work in a fast-paced hospital environment.
- Good documentation and follow-up skills.
- Ability to maintain patient confidentiality.
Preferred Qualities
- Professional appearance and positive attitude.
- Strong patient-handling skills.
- Good listening and communication abilities.
- Willingness to work in shifts, including weekends/holidays as per hospital requirements.
- Ability to remain calm while handling difficult or emotionally distressed patients/attendants.
Key Performance Indicators (KPIs)
- Number of calls and patient enquiries handled.
- Appointment conversion and follow-up effectiveness.
- Accuracy of patient registration and appointment records.
- Patient service and communication quality.
- Timely follow-up of enquiries and appointments.
- Coordination with internal departments.
- Compliance with hospital policies and confidentiality standards.
Salary: As per experience and hospital pay structure.
Joining: Immediate joiners will be preferred.
Pay: ₹15,000.00 - ₹25,000.00 per month
Benefits:
- Flexible schedule
- Leave encashment
- Provident Fund
Work Location: In person
