Call Centre Executive - Hospital

"Greetings from Sarvodaya Healthcare"

Sarvodaya Hospital & Research Centre, Sector 8, Faridabad

Desired Candidate Profile -

Graduate/ Post Graduate with minimum 1 Year Experience in Hospital/Healthcare call centre processes.

Proper Communication & Issue Queries:

• Maintaining Empathy with Customers over voice and written platform.
• Greeting & Listening to Customer Grievances.
• Handling Issues with Importance on Customer.
• Tagging calls appropriately to concern department and ensuring end to end closure.
• Maintain Proper Call Quality as per guidelines.
• Manage Shift timings and attendance.
• Ensure proper Appointment is given based on slots through software.
• Escalating & Closure of Patient Requirements appropriately.
• Feedback call/Complaint Escalation.
• Maintaining Hospital Telephone Directory.
• Maintaining contact list of Doctor's, Coordinates & Hospital CUG numbers.
• Ensure dissemination of accurate & updated information to people coming to you and respond promptly & tactfully to their enquiries on calls.
• Comfortable with Rotational shifts (Including Night shift) and weekly off.
• Patient Grievance is replied over email within defined TAT.

Administrative Responsibilities:

• Responsible for the general upkeep of your department.
• Maintain interpersonal relations with the concerned departments for smoother flow of work.
• Familiarity with all instruction manuals & guidelines at your workplace applicable to your role.
• Provide on job training to new employees joining in your department.
• Keep reporting head informed of significant customer related incidents in the department.

General

• Any other assignment assigned by the management from time to time.
• Follow disciplinary & behavioral rules while on duty & should follow the Quality Policy to the hospital.
• Follow the personnel rules regarding leave or resignation.
• Make your presence in all the trainings/workshops/group discussions/meetings organized from time to time.
• Never transfer a call directly in the ICU or other critical care without authoritys approval.
• Dont disclose personal numbers of staff to outsiders

If Interested, Kindly drop your CV on WhatsApp - 8929963378 (Gargi)