Telecaller / Telecalling Executive

Looking for a Telecaller Job in Lucknow Tender Palm Super-Speciality Hospital is hiring a dedicated, patient-focused, and communication-oriented Telecaller / Telecalling Executive to join its patient communication team.

The role involves handling patient enquiries, appointment coordination, follow-ups, and patient support through phone calls and digital communication channels. The ideal candidate should have excellent English and Hindi communication skills, a polite and empathetic approach, strong follow-up abilities, and the confidence to handle a high volume of patient interactions professionally.

Job Details

• Job Title: Telecaller / Telecalling Executive
• Job Location: Lucknow, Uttar Pradesh, India
• Department: Patient Communication
• Employment Type: Full-time, Permanent
• Work Mode: On-site / In Person
• Shift: Morning, Evening Night Shifts on a rotational basis
• Educational Qualification: Graduate in any stream

Key Roles Responsibilities

Inbound Patient Calls

• Receive and handle incoming calls from domestic and international patients.
• Understand patient requirements and provide clear and accurate information.
• Assist patients with queries related to OPD, doctors, departments, diagnostics, health packages, appointments, and hospital services.
• Guide patients to the appropriate department or concerned team whenever required.
• Handle patient and attendant queries with patience, empathy, and professionalism.
• Escalate complex or urgent queries to the concerned department or senior team member.

Outbound Calls Follow-ups

• Make outbound calls for appointment confirmation, reminders, follow-ups, and pending enquiries.
• Follow up with patients who have shown interest in consultations, diagnostics, treatments, or hospital services.
• Contact patients regarding missed calls, online enquiries, and appointment requests.
• Conduct appointment reminder and confirmation calls.
• Ensure scheduled appointments are successfully coordinated.
• Track pending follow-ups and complete them within the required timeline.

Appointment Coordination

• Schedule and confirm patient appointments with doctors and departments.
• Coordinate with hospital departments regarding appointment availability and patient requirements.
• Reschedule appointments whenever required.
• Maintain accurate records of confirmed, cancelled, rescheduled, and pending appointments.
• Ensure patients receive the necessary information before their scheduled visit.

Multi-Channel Patient Communication

Handle patient queries and communication through multiple channels, including:

• Phone calls
• WhatsApp
• Email
• Website and chat enquiries
• Respond to patient queries within the required timeline.
• Maintain professional and courteous communication across all channels.
• Record important patient communication and follow-up details accurately.

Patient Service Support

• Understand patient concerns and provide appropriate assistance within assigned responsibilities.
• Maintain a polite, confident, helpful, and empathetic communication style.
• Ensure a positive patient experience during every interaction.
• Build trust with patients and attendants through clear and professional communication.
• Coordinate with internal teams to ensure smooth patient support.

Data Management Reporting

• Maintain accurate records of calls, enquiries, appointments, follow-ups, and outcomes.
• Update patient and lead information in the designated system or Excel sheets.
• Prepare and share daily or weekly calling and appointment reports as required.
• Maintain confidentiality of patient information and hospital data.
• Track pending enquiries and follow-ups accurately.

Work Schedule

This is a full-time, on-site position in a hospital environment. The role includes Morning, Evening, and Night Shifts on a rotational basis.

Candidates must be comfortable working rotational shifts according to hospital requirements and should be prepared to work in a 24 7 healthcare environment.

Educational Qualification

Graduate in any stream is mandatory.

Required Skills Expertise

• Excellent spoken and written English communication skills
• Fluent Hindi communication skills
• MS Excel knowledge
• Good interpersonal and patient-handling skills
• Basic computer knowledge
• Good listening and communication skills
• Ability to handle multiple calls and enquiries efficiently
• Strong follow-up and coordination skills
• Patient, polite, confident, and empathetic approach

Preferred Experience

Candidates with previous experience in the following areas will be preferred:

• Telecalling
• Customer support
• Healthcare voice process
• Hospital front desk
• Patient coordination
• Patient counselling
• Call centre operations
• Healthcare industry

Previous experience in hospital telecalling, patient coordination, healthcare voice processes, customer support, or front-office operations will be an added advantage.

Eligibility Criteria

The ideal candidate should:

• Be comfortable handling high call volumes.
• Have excellent communication and listening skills.
• Be patient and empathetic while communicating with patients.
• Be comfortable working in a 24 7 hospital environment and rotational shifts.
• Have good computer and MS Excel skills.
• Be able to maintain accurate records and follow-ups.
• Be comfortable communicating with patients from different backgrounds.
• Have a strong sense of responsibility and professionalism.

Who Should Apply

This position is suitable for candidates who enjoy patient interaction, communication, coordination, and customer service and want to build a career in healthcare patient support.

Candidates with experience in hospital telecalling, patient coordination, healthcare voice processes, customer support, call centres, or front-office operations are encouraged to apply.