Job Description:
The Helpline Executive serves as the first point of contact for patients and prospective clients, handling inquiries, scheduling appointments, and providing information about homeopathic treatments and services. This role is pivotal in ensuring seamless communication between the hospital's head office, branches, and franchise units, thereby enhancing patient satisfaction and operational efficiency.
Key Responsibilities
1. Inbound and Outbound Call Handling
Answer incoming calls promptly, addressing patient inquiries regarding treatments, services, and appointment scheduling.
Initiate outbound calls for follow-ups, feedback collection, and promotional campaigns.
Ensure all communications are conducted professionally, maintaining a courteous and empathetic tone.
2. Appointment Scheduling and Management
Coordinate with various branches and franchise units to schedule patient appointments efficiently.
Manage appointment calendars, ensuring optimal utilization of practitioners' time slots.
Send reminders to patients via calls or messages to reduce no-show rates.
3. Patient Information Management
Accurately record patient details, inquiries, and feedback in the clinic's database.
Maintain confidentiality and adhere to data protection regulations while handling patient information.
Update records promptly to reflect any changes or new information.
4. Collaboration with Branches and Franchises
Liaise with staff across different locations to ensure consistent service delivery and information dissemination.
Share patient feedback and concerns with relevant departments to facilitate continuous improvement.
Assist in coordinating inter-branch referrals and information transfers.
5. Handling Complaints and Escalations
Address patient complaints effectively, aiming for prompt resolution and patient satisfaction.
Escalate complex issues to higher authorities or specialized departments when necessary.
Document all complaints and resolutions for future reference and quality assurance.
6. Reporting and Feedback
Generate daily, weekly, and monthly reports on call volumes, appointment bookings, and patient feedback.
Analyse data to identify trends and areas for improvement in call centre operations.
Provide insights and suggestions to management for enhancing patient engagement strategies.
Prefer Candidates who know Kannada And Gujarati languages.
Pay: ₹10,000.00 - ₹14,000.00 per month
Benefits:
- Cell phone reimbursement
- Internet reimbursement
- Provident Fund
Work Location: In person
