The Call Centre Executive serves as the first point of contact for patients and is responsible for handling inbound and outbound calls, scheduling appointments, providing information about hospital services, managing patient inquiries, and ensuring a seamless patient experience. The role requires excellent communication skills, patience, and a customer-centric approach.
Key Responsibilities
Patient Interaction & Support
- Handle inbound calls from patients regarding consultations, eye examinations, surgeries, treatments, and hospital services.
- Make outbound calls for appointment confirmations, follow-ups, patient feedback, and promotional campaigns.
- Respond to patient queries in a professional and timely manner.
- Provide accurate information about doctors, schedules, services, procedures, and pricing.
Appointment Management
- Schedule, reschedule, and cancel appointments as requested by patients.
- Coordinate with relevant departments to ensure smooth appointment management.
- Send reminders and follow-up communications to patients.
Patient Follow-up
- Conduct post-consultation and post-surgery follow-up calls.
- Remind patients about review visits and ongoing treatment schedules.
- Collect patient feedback and escalate concerns when necessary.
Complaint Handling
- Address patient concerns and complaints courteously and efficiently.
- Escalate complex issues to the concerned department or supervisor.
- Ensure timely resolution and closure of patient grievances.
Data Management & Reporting
- Accurately record patient interactions in the Hospital Management System (HMS) or CRM.
- Maintain call logs and update patient information.
- Generate daily and monthly reports on call volumes, appointments, and patient feedback.
Sales & Conversion Support
- Convert inquiry calls into appointments.
- Promote eye check-up packages, surgeries, health camps, and hospital services.
- Support patient acquisition and retention initiatives.
Qualifications
- Graduate in any discipline.
- 1–3 years of experience in a call center, customer service, healthcare, or hospital environment preferred.
- Freshers with excellent communication skills may also be considered.
Required Skills
- Excellent verbal communication skills.
- Fluency in English, Hindi and Telugu
- Strong listening and interpersonal skills.
- Ability to handle high call volumes professionally.
- Basic computer knowledge and typing skills.
- Familiarity with CRM or Hospital Management Software is an advantage.
- Customer-focused and empathetic approach.
Pay: ₹20,000.00 - ₹25,000.00 per month
Experience:
- Call Centre : 2 years (Required)
Language:
- English, Hindi and Telugu (Required)
Work Location: In person
