Call Centre Executive / Team Leader

Role & responsibilities

Executive -

1. Greeting customers in a friendly, professional manner using the suggested script.

2. Answering telephonic and e-mail inquiries of patients in a timely manner.

3. Deferring queries to your line manager if you are unable to answer them.

4. Familiarizing yourself with and remaining up-to-date with changes in our plans and tariffs.

5. Provide patient consultations and recommended treatments

6. Schedule patient visits and answer pre-visit questions, including about billing

7. Confidentially manage patient accounts

8. Work as a team player to ensure each patient receives the best service possible

9. Schedule any necessary outpatient appointments

10. Handle many inbound and outbound calls of patients or attendants.

11. Receive out calls and connect them to the Doctors correctly as the request been made.

12. Doctors and staff making out calls ascertain the correct numbers and connect them speedily.

13. Maintain register for the same.

14. File the requisition of staff for the use of telephones.

15. Prepare a list of calls made by the staff department wise and send the same to HOD.

16. Make complains to the Maintenance department in case of any fault/damage/breakage and also inform to HOD.

17. Make sure that telephone system work smoothly without interruption.

18. Operator should not be engaged in unnecessary conversation while sitting on the board.

19. The operator on board should be extremely courteous towards people calling from in and outside to the hospital and make them feel the operator is willing to do everything for them.

20. Accuracy is very essential to connect to the correct numbers required.

21. Operator should have the speed in connecting the calls; hence he/she will not be late in attending the calls.

Team Leader -

Proper Communication & Issue Queries:

• Maintaining Empathy with Customers over voice and written platform.
• Greeting & Listening to Customer Grievances.
• Handling Issues with Importance on Customer.
• Tagging calls appropriately to concern department and ensuring end to end closure.
• Maintain Proper Call Quality as per guidelines.
• Manage Shift timings and attendance.
• Ensure proper Appointment is given based on slots through software.
• Escalating & Closure of Patient Requirements appropriately.
• Feedback call/Complaint Escalation.
• Maintaining Hospital Telephone Directory.
• Maintaining contact list of Doctor's, Coordinates & Hospital CUG numbers.
• Ensure dissemination of accurate & updated information to people coming to you and respond promptly & tactfully to their enquiries on calls.
• Comfortable with Rotational shifts (Including Night shift) and weekly off.
• Patient Grievance is replied over email within defined TAT.

Administrative Responsibilities:

• Responsible for the general upkeep of your department.
• Maintain interpersonal relations with the concerned departments for smoother flow of work.
• Familiarity with all instruction manuals & guidelines at your workplace applicable to your role.
• Provide on job training to new employees joining in your department.
• Keep reporting head informed of significant customer related incidents in the department.

General

• Any other assignment assigned by the management from time to time.
• Follow disciplinary & behavioral rules while on duty & should follow the Quality Policy to the hospital.
• Follow the personnel rules regarding leave or resignation.
• Make your presence in all the trainings/workshops/group discussions/meetings organized from time to time.
• Never transfer a call directly in the ICU or other critical care without authoritys approval.