Call Center Executive

CALL CENTER EXECUTIVE

Department: Call Centre / Operations

Reports To: Call Centre Incharge / Head Operations

Qualification & Experience

Graduate. Previous experience in hospital call centres, healthcare customer service or similar roles preferred.

Responsibilities

1. Answer incoming calls promptly and courteously.
2. Provide accurate information regarding doctors, specialties, OPD timings and hospital services.
3. Schedule, reschedule and cancel appointments accurately.
4. Make appointment confirmation and reminder calls as assigned.
5. Handle enquiries generated through hospital campaigns and digital platforms.
6. Transfer calls to appropriate departments without unnecessary delays.
7. Identify emergency calls and immediately connect/escalate them according to hospital protocol.
8. Maintain accurate call records and update patient information in HIMS/CRM.
9. Conduct authorized outbound calls for follow-up, health check-ups, camps and hospital services.
10. Escalate patient complaints and unresolved enquiries to the concerned department.
11. Follow approved scripts and communication standards.
12. Maintain confidentiality of patient information.
13. Avoid providing medical advice or making clinical interpretations.
14. Maintain daily call statistics and reports.
15. Coordinate with Front Office, Marketing, Consultants' coordinators and Operations.
16. Maintain courteous communication even when handling difficult callers.
17. Perform other responsibilities assigned by the reporting authority.