Call Centre executive - Eye Hospital

Key Responsibilities:A. Patient Communication & Call Handling

• Answer incoming calls promptly and professionally using the hospital’s approved greeting script.
• Provide accurate information about hospital services, doctors’ availability, consultation timings, and locations.
• Handle appointment scheduling, rescheduling, and cancellations using the hospital management software (HMS/EMR).
• Ensure all patient queries are addressed or appropriately redirected to concerned departments.
• Make outbound calls for appointment confirmations, follow-ups, feedback collection, and reminders for reviews or investigations.
• Maintain confidentiality and sensitivity while handling patient data and medical information.

B. Appointment Management

• Coordinate with OPD reception and consultants to ensure accurate appointment slots and minimal waiting times.
• Update the appointment register and software daily with new bookings, reschedules, and cancellations.
• Ensure SMS/WhatsApp reminders are sent to patients a day prior to their appointments.
• Monitor doctor schedules and inform patients promptly of any changes or delays.

C. Feedback & Patient Relationship Management

• Collect patient feedback post-consultation or discharge via phone or digital forms.
• Record and escalate complaints to the Quality or Patient Experience team for timely resolution.
• Maintain a positive and empathetic attitude toward patients at all times to enhance patient satisfaction.

D. Coordination with Other Departments

• Liaise with OPD, Marketing, Optical, Pharmacy, and Diagnostic departments to ensure seamless communication.
• Inform the Nursing and Doctor teams about emergency calls or urgent appointment requests.
• Support the Marketing team during promotional campaigns (e.g., free eye check-up camps, LASIK offers) by making outreach calls.

E. Record Keeping & Reporting

• Maintain accurate call logs, daily MIS reports, and appointment statistics.
• Report daily call volume, missed calls, conversion ratios, and feedback summaries to the Front Office Manager.
• Update and verify patient contact information and maintain records as per NABH standards.

Job Type: Full-time

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Provident Fund

Education:

• Bachelor's (Required)

Experience:

• Technical support: 1 year (Preferred)
• tele sales: 1 year (Preferred)
• total work: 2 years (Required)

Language:

• Hindi (Preferred)

Work Location: In person