Call Center Executive

Job Title

Call Center Executive – Patient Services & Appointment Scheduling

Department

Centralized Call Center

Reports To

Supervisor

Employment Type

Full-time

Location

On Site

Job Summary

The Call Center Executive is responsible for professionally handling inbound patient calls for a multi-provider healthcare system. The role focuses on appointment scheduling, patient inquiries, and coordination between patients and physicians while ensuring compliance with healthcare communication standards, patient confidentiality requirements, and organizational policies. The ideal candidate demonstrates strong communication skills, attention to detail, empathy, and the ability to manage sensitive patient information accurately and professionally.

Key Responsibilities

Patient Communication & Call Handling

• Answer inbound patient calls promptly and courteously in accordance with our company policies
• Verify patient identity using approved protocols prior to discussing or accessing protected health information (PHI)
• Communicate clearly, empathetically, and professionally with patients, caregivers, and family members

Appointment Scheduling & Coordination

• Schedule, reschedule, and cancel appointments for physicians and clinical departments within our healthcare system
• Accurately enter and update appointment data in electronic scheduling and electronic health record (EHR) systems
• Match patient needs with appropriate providers, specialties, locations, and available time slots
• Provide patients with appointment details, preparation instructions, and follow-up information as required

Information Management & Documentation

• Maintain accurate and complete patient records in compliance with organizational and regulatory standards
• Document call interactions, scheduling changes, and patient requests clearly and consistently
• Escalate clinical or urgent matters to appropriate medical or supervisory staff following established protocols

Confidentiality & Compliance

• Adhere strictly to patient privacy and confidentiality regulations (e.g., HIPAA or applicable local regulations)
• Follow organizational policies regarding data security, information access, and patient communications
• Participate in required compliance, privacy, and customer service training programs

Quality & Performance Standards

• Meet or exceed key performance indicators (KPIs) including call quality, scheduling accuracy, and productivity metrics
• Maintain professionalism and composure in high-volume or high-stress call environments
• Collaborate effectively with physicians, nursing staff, and administrative teams to ensure seamless patient access

Required Skills & Competencies

• Excellent verbal communication in Hindi and English
• Strong interpersonal skills with a patient-centered approach
• Ability to handle sensitive information with discretion and professionalism
• Proficiency in using computer systems, software, and EHR platforms
• Strong organizational skills and attention to detail
• Ability to multitask and prioritize in a fast-paced environment

Qualifications

Required

• High school diploma or equivalent
• Minimum of 2 years' experience in a call center, or a healthcare reception
• Basic knowledge of medical terminology and healthcare workflows
• Demonstrated ability to maintain confidentiality and comply with healthcare regulations

Preferred

• Experience in a healthcare call center or patient access services
• Familiarity with electronic health record (EHR) or appointment scheduling systems
• Certification or training in customer service, healthcare administration, or medical office operations

Professional Standards & Expectations

• Demonstrate empathy, respect, and cultural sensitivity when interacting with diverse patient populations
• Always maintain a professional demeanor, consistent with healthcare service standards
• Support the organization’s mission to provide timely, accurate, and patient-focused access to care

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person