Call Center Executive

Job Description

Job Description:- 1. Patient Interaction: o Handle incoming calls from patients, their families, and healthcare professionals in a compassionate and empathetic manner. o Provide information about hospital services, appointment scheduling, and general inquiries. 2. Appointment Scheduling: o Efficiently schedule, reschedule, or cancel patient appointments based on availability and medical priorities. o Send appointment reminders and follow-up calls as necessary. 3. Healthcare Information Dissemination: o Share basic healthcare information, such as hospital visiting hours, parking details, and pre-appointment instructions. o Direct callers to appropriate departments or medical personnel. 4. Emergency Response Coordination: o Handle emergency calls calmly and follow established protocols for rapid response. o Coordinate with emergency services and internal hospital teams to ensure timely assistance. 5. Medical Records Assistance: o Provide information on how to access and obtain medical records. o Assist in the coordination of record transfers between departments or external entities. 6. Insurance Verification: o Verify patient insurance information to ensure accurate billing and coverage. o Explain insurance-related queries to patients and assist with the resolution of issues. 7. Billing and Financial Inquiries: o Address patient inquiries related to billing statements, payment options, and financial assistance programs. o Coordinate with the billing department for issue resolution. 8. Healthcare Service Promotion: o Inform callers about new healthcare services, specialties, or community health programs offered by the hospital. o Encourage participation in health and wellness initiatives. 9. Compliance with Patient Privacy Regulations: o Adhere strictly to patient privacy regulations, such as HIPAA, and ensure the confidentiality of patient information. o Educate callers on the importance of privacy and data protection. 10. Follow-Up Calls: o Conduct follow-up calls to patients after appointments or hospital stays to gather feedback and address any concerns. o Document patient feedback for quality improvement purposes. 11. Medical Advice Triage: o Follow established protocols for directing medical inquiries to appropriate healthcare professionals. o Provide general information while avoiding offering medical advice. 12. Multilingual Support: o Provide language support for non-English speaking patients or family members. o Utilize translation services when necessary to ensure clear communication. 13. Medical Transportation Coordination: o Assist in coordinating transportation services for patients, especially those with special needs or mobility challenges. o Communicatewith transportation providers to ensure timely arrivals. 14. Escalation of Critical Issues: o Identify and escalate critical patient issues or emergencies to the appropriate medical staff or hospital administration promptly. 15. Collaboration with Hospital Departments: o Collaborate with various hospital departments, including nursing, billing, and emergency services, to address patient needs effectively. 16. Continuous Training: o Participate in ongoing training programs to stay updated on medical terminology, hospital services, and industry regulations. o Attend regular team meetings to discuss improvements and share knowledge. 17. Documentation and Reporting: o Maintain accurate and detailed records of patient interactions and inquiries. o Generate reports on call center performance and patient satisfaction. Experience - 2 to 5 Years Qualification - Any graduate Interested candidates can forward their resume at amandeep.kaur@ivyhospital.com or whatsapp at 7743005537 Job Type: Full-time Pay: ₹15,000.00 - ₹20,000.00 per month Education: Bachelor's (Preferred) Experience: total work: 2 years (Preferred) Language: English (Preferred)