The OCC Executive is responsible for managing inbound and outbound calls, handling patient queries, providing accurate information about hospital services, scheduling appointments, following up with patients, and ensuring a seamless patient experience. The role requires excellent communication skills, empathy, and the ability to resolve patient concerns professionally while maintaining confidentiality.
Key Responsibilities
- Attend inbound calls and respond to patient and visitor queries promptly and courteously.
- Make outbound calls for appointment confirmations, follow-ups, feedback collection, health camps, promotional activities, and reminders.
- Provide accurate information regarding doctors' availability, OPD timings, departments, services, packages, and hospital facilities.
- Schedule, reschedule, and cancel appointments as per patient requests.
- Address patient complaints and escalate unresolved issues to the concerned department.
- Coordinate with clinical and non-clinical departments to ensure timely resolution of patient concerns.
- Maintain accurate call records, patient interactions, and follow-up details in the hospital information system (HIS) or CRM.
- Achieve daily call targets and maintain service quality standards.
- Ensure patient data confidentiality and comply with hospital policies.
- Assist in improving patient satisfaction by delivering exceptional customer service.
- Generate daily, weekly, and monthly reports as required by the reporting manager.
Qualifications
- Graduate in any discipline (preferred).
- Certification or experience in Customer Service, Healthcare, or Call Centre Operations will be an added advantage.
Experience
- 1–3 years of experience in a hospital, healthcare, BPO, or customer support environment.
- Freshers with excellent communication skills may also apply.
Pay: ₹15,000.00 - ₹20,000.00 per month
Work Location: In person
