To efficiently manage the hospital's telecommunication system by handling incoming and outgoing calls, facilitating internal communication, responding promptly to emergency communication needs, and ensuring courteous and professional telephone services to patients, visitors, doctors, and staff.
Key ResponsibilitiesTelephone Operations
- Operate the hospital EPABX/telephone system efficiently.
- Receive, screen, and transfer incoming calls to the appropriate departments or personnel.
- Place outgoing calls as requested by authorized staff.
- Ensure all calls are answered promptly and professionally.
Communication Management
- Maintain effective communication between departments.
- Make overhead/public announcements as instructed.
- Relay urgent messages promptly and accurately.
- Coordinate communication during emergencies, including Code Blue, Code Red, and disaster situations.
Patient & Visitor Assistance
- Provide accurate information regarding hospital departments, visiting hours, and general enquiries.
- Guide callers to the appropriate department or service.
- Maintain courteous and empathetic communication with patients and their families.
Emergency Communication
- Activate emergency communication protocols as per hospital policy.
- Notify emergency response teams immediately upon receiving emergency alerts.
- Maintain confidentiality while handling emergency communications.
Record Keeping
- Maintain telephone logbooks, if applicable.
- Record important calls, complaints, and emergency communications.
- Report any communication system failures to the IT/Biomedical department.
Equipment Management
- Monitor the proper functioning of telecommunication equipment.
- Coordinate with vendors or the IT department for repairs and maintenance.
- Ensure uninterrupted communication services.
Confidentiality & Compliance
- Maintain strict confidentiality of patient, doctor, and hospital information.
- Follow hospital policies, NABH standards, and data privacy requirements.
- Adhere to professional telephone etiquette at all times.
Coordination
- Coordinate with Front Office, Nursing, Security, Ambulance, ICU, OT, and other departments.
- Assist during VIP visits and emergency situations requiring coordinated communication.
Qualification
- Any Bachelor's Degree or Diploma.
- Certification in Telephone Operations or Customer Service is desirable.
Experience
- 1–3 years of experience in hospital telecommunication, EPABX operations, front office, or customer service.
- Freshers with good communication skills may also be considered.
Work Location: In person
