Call Center Executive / Team Leader

Aarvy Healthcare is looking for customer-focused and service-oriented professionals for the positions of Call Centre Executive and Call Centre Team Leader. The selected candidates will manage patient and attendant inquiries, appointment scheduling, inbound and outbound calls, complaint resolution, and coordination with doctors and hospital departments.

The Team Leader will additionally supervise daily operations, monitor call quality, manage team attendance and shifts, train new employees, and ensure timely resolution of patient grievances in accordance with hospital policies and service standards.

Key Responsibilities

1. Call Centre Executive

Patient Support and Communication

• Handle inbound and outbound calls from patients, attendants, doctors, and hospital staff professionally.
• Greet callers courteously and provide accurate information using approved communication protocols.
• Respond to patient inquiries received over telephone and email within the prescribed turnaround time (TAT).
• Understand patient concerns, provide appropriate guidance regarding available services, treatment options and tariffs within the scope of the role, and escalate clinical queries to authorized medical professionals.
• Schedule outpatient consultations and patient appointments according to doctor availability and appointment slots.
• Address pre-visit inquiries, including appointment procedures, billing information, and hospital services.
• Maintain confidentiality of patient information and ensure compliance with hospital privacy policies.

Telephone Operations and Coordination

• Transfer and connect calls to the appropriate doctors, departments, and staff members accurately and promptly.
• Verify contact numbers and maintain updated telephone directories, doctors' contact details, coordination numbers, and hospital CUG lists.
• Maintain call registers, telephone usage records, staff requisitions, and department-wise call reports as required.
• Report telephone system faults, damage, or service interruptions to the Maintenance Department and the reporting manager.
• Ensure smooth functioning of telephone operations and avoid unnecessary delays or personal conversations while handling calls.
• Coordinate with relevant departments to ensure timely responses and effective patient service.

Documentation and Teamwork

• Maintain accurate records of patient inquiries, appointments, complaints, and call-related activities.
• Work collaboratively with colleagues and hospital departments to deliver a positive patient experience.
• Follow hospital policies, service standards, communication guidelines, and disciplinary procedures.

2. Call Centre Team Leader

Team Management and Performance

• Supervise daily call centre operations and ensure effective handling of patient and attendant inquiries.
• Manage shift rosters, attendance, punctuality, weekly offs, and operational coverage.
• Monitor call quality and ensure adherence to prescribed communication standards and service guidelines.
• Provide on-the-job training and guidance to new team members.
• Support team members in resolving complex patient concerns and service-related issues.
• Maintain team performance records and report significant incidents to the reporting manager.

Patient Grievance and Escalation Management

• Listen to patient grievances with empathy and ensure concerns are handled promptly and professionally.
• Categorize and route calls, complaints, and service requests to the appropriate departments.
• Follow up with concerned departments to ensure end-to-end closure of patient issues.
• Manage complaint escalation and feedback calls and ensure appropriate documentation.
• Ensure patient grievances received through email are addressed within the defined TAT.
• Escalate unresolved or critical issues to the appropriate authority and keep the reporting manager informed.

Appointment and Information Management

• Ensure appointments are scheduled accurately according to doctor availability and approved slots in the hospital software.
• Verify that patients receive correct and updated information regarding services, appointments, tariffs, and hospital procedures.
• Maintain the hospital telephone directory, doctors' contact list, coordination details, and CUG numbers.
• Ensure timely dissemination of information and prompt responses to patient and staff inquiries.

Administrative and Compliance Responsibilities

• Maintain the general upkeep and organized functioning of the call centre department.
• Develop effective working relationships with other hospital departments to ensure smooth operations.
• Ensure familiarity with applicable SOPs, instruction manuals, quality policies, and workplace guidelines.
• Maintain accurate operational records and prepare reports as required by the reporting manager.
• Ensure that calls to the ICU and other critical-care areas are not transferred without the required authorization.
• Ensure team members follow hospital policies, attendance and leave procedures, behavioral standards, and confidentiality requirements.
• Participate in and facilitate relevant training sessions, workshops, meetings, and group discussions.

Qualifications and Skills

• Graduate in any discipline; candidates with relevant healthcare, hospital administration, or customer service qualifications will be preferred.
• 2-6 years of relevant experience in a call centre, customer support, patient relations, or hospital front-office operations.
• Prior team handling or supervisory experience is preferred for the Team Leader position.
• Excellent verbal and written communication skills.
• Strong listening, interpersonal, problem-solving, and complaint-handling abilities.
• Good organizational skills with attention to detail and accuracy.
• Working knowledge of MS Office, email communication, appointment scheduling software, and CRM or hospital information systems.
• Ability to manage multiple calls and tasks in a fast-paced healthcare environment.
• Strong patient-centric approach, empathy, patience, and professional telephone etiquette.
• Willingness to work in rotational shifts, including night shifts, as per operational requirements.

General Responsibilities

• Follow all hospital policies, quality standards, SOPs, and applicable confidentiality requirements.
• Maintain professional conduct and respectful communication with patients, attendants, colleagues, and visitors.
• Attend mandatory training programs, meetings, workshops, and departmental discussions.
• Follow prescribed leave, attendance, and resignation procedures.
• Undertake any other duties assigned by management that are relevant to the role and operational requirements.

Ideal Candidate Profile

The ideal candidate will be patient-focused, courteous, dependable, and capable of delivering accurate information and timely support in a hospital environment. Candidates applying for the Team Leader role should demonstrate leadership, team coordination, complaint resolution, reporting, and service-quality management skills.