Job Description – Telecaller / Customer Relationship Executive (Diagnostic Centre)Position
Telecaller / Customer Relationship Executive
Department
Customer Support / Front Office
Job Location
As assigned by the management
Shift Timing
- Primarily Evening Shift (timings as per operational requirements).
- Sunday attendance is mandatory due to high patient demand.
- Weekly off will be provided on any one weekday, preferably Monday or Tuesday, as decided by the management.
Job Summary
We are looking for a customer-focused and well-spoken Telecaller to manage patient inquiries, appointment bookings, follow-up calls, and CRM activities. The ideal candidate should have prior experience in the diagnostic or healthcare industry and possess good knowledge of diagnostic tests and patient handling.
Key ResponsibilitiesPatient Interaction
- Attend incoming calls professionally and courteously.
- Handle patient inquiries regarding diagnostic tests, health packages, pricing, preparation, report availability, and centre timings.
- Book, modify, and confirm appointments for laboratory tests and health check-up packages.
- Coordinate home sample collection requests and provide necessary instructions.
CRM & Follow-ups
- Maintain accurate patient records in the CRM system.
- Conduct follow-up calls for appointments, health packages, report collection, and patient feedback.
- Contact previous patients for preventive health check-up reminders and promotional campaigns.
- Maintain proper call logs and update patient interactions in the CRM.
Coordination
- Coordinate with laboratory staff, phlebotomists, and front office teams for smooth patient service.
- Escalate patient complaints or service issues to the concerned department promptly.
- Ensure timely communication regarding report delivery and service updates.
Sales Support
- Explain available health packages and recommend suitable diagnostic services based on patient requirements.
- Generate leads through follow-up calls and convert inquiries into bookings.
- Achieve assigned call quality and appointment conversion targets.
EligibilityEducation
- Graduate preferred.
- Higher Secondary (12th Pass) with relevant experience may also be considered.
Experience
- Minimum 1 year of experience in a diagnostic centre, pathology laboratory, hospital, or healthcare call centre is preferred.
- Freshers with excellent communication skills may be considered.
Required Skills
- Good communication skills in English, Hindi, and the local language.
- Pleasant telephone etiquette and customer service orientation.
- Basic knowledge of diagnostic tests, sample collection requirements, and health check-up packages.
- Familiarity with CRM software and basic computer applications (MS Excel, MS Word, Email).
- Ability to work in a fast-paced healthcare environment.
- Good listening, problem-solving, and interpersonal skills.
Work Schedule & Attendance
- Evening shift as assigned by management.
- Working on every Sunday is compulsory.
- Weekly off will be provided on a weekday, preferably Monday.
- Punctuality and regular attendance are mandatory.
Performance Indicators (KPIs)
- Call response time and call quality.
- Appointment booking conversion rate.
- CRM data accuracy.
- Patient satisfaction and feedback.
- Follow-up completion rate.
- Timely closure of patient queries.
- Attendance and punctuality.
Preferred Candidate Profile
- Prior experience in a diagnostic centre or healthcare organisation.
- Strong patient handling and communication skills.
- Ability to explain medical investigations in simple, patient-friendly language.
- Positive attitude, empathy, and willingness to work flexible shifts.
Pay: ₹15,000.00 - ₹18,000.00 per month
Benefits:
Work Location: In person
