Call Center Customer Service Representative

Moolchand Healthcare is looking for a courteous and efficient Call Centre Executive to join our team and contribute to our commitment to patient care and satisfaction.

Responsibilities:

• Patient Inquiries:

  Handle incoming calls from patients and their families, providing information about hospital services, appointment scheduling, and general inquiries.

• Appointment Scheduling:

  Manage patient appointments, ensuring accurate booking and rescheduling as needed. Coordinate with various departments to confirm availability and schedule changes.

• Customer Support:

  Address patient concerns and complaints promptly, providing solutions or escalating issues to the appropriate department for resolution.

• Information Dissemination:

  Provide accurate information regarding hospital services, procedures, visiting hours, and directions to the hospital.

• Emergency Handling:

  Respond to emergency calls and follow established protocols to ensure patient safety and timely assistance.

• Data Entry:

  Accurately input patient information and call details into the hospital's database or CRM system, maintaining confidentiality and data integrity.

• Follow-Up Calls:

  Conduct follow-up calls to patients to confirm appointments, remind them of upcoming visits, and gather feedback on their experiences.

• Collaboration:

  Work closely with other departments to ensure seamless communication and coordination, enhancing overall patient experience.

• Reporting:

  Generate daily, weekly, and monthly reports on call volumes, patient inquiries, and other relevant metrics for management review.

Requirements

• Bachelor’s degree in any field, preferably in Healthcare Administration, Business Administration, or a related field.
• Proven experience as a Call Centre Executive or Customer Service Representative, preferably in a healthcare setting.
• Excellent communication skills, both verbal and written, with fluency in English and Hindi.
• Strong interpersonal skills and a patient-centric approach.
• Proficiency in using call centre software, CRM systems, and Microsoft Office Suite.
• Ability to handle high call volumes and manage stress effectively.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize tasks efficiently.
• Knowledge of medical terminology and hospital procedures is an advantage.
• Problem-solving skills and the ability to work independently as well as part of a team.