Contact Center Executive

Job Title:

Department:

Location:

Employment Type:

The Contact Center Executive serves as the first point of contact for patients, caregivers, and other stakeholders contacting the hospital. The role involves handling inbound and outbound calls, appointment scheduling, patient query resolution, and coordination with clinical and administrative departments to ensure a seamless and positive patient experience.

Key Responsibilities:

1. Patient Interaction & Call Handling

• Handle inbound calls, emails, and messages from patients courteously and professionally.
  
• Provide accurate information about hospital services, doctors, specialties, timings, and procedures.
  
• Manage outbound calls for appointment reminders, feedback collection, and follow-up communications.
  
• Record all patient interactions in the CRM or Hospital Information System (HIS).
  

2. Appointment Management

• Schedule, reschedule, and cancel appointments as requested.
  
• Coordinate with relevant departments, OPD coordinators, or doctors offices to confirm availability.
  
• Ensure proper documentation and timely confirmation of appointments to patients.
  

3. Query Resolution & Escalation

• Address patient concerns related to billing, insurance, reports, or directions within the hospital.
  
• Escalate unresolved issues promptly to the supervisor or relevant department.
  
• Maintain service quality and adherence to turnaround time (TAT) standards.
  

4. Data Management & Reporting

• Update patient details accurately in the system.
  
• Generate and share daily/weekly reports on call volumes, patient satisfaction, and pending cases.
  

5. Compliance & Quality

• Maintain confidentiality of patient information in line with hospital policies and data protection regulations (e.g., HIPAA where applicable).
  
• Adhere to scripts, quality standards, and service-level agreements (SLAs).
  
• Participate in training sessions to stay updated on hospital offerings, processes, and soft skills.
  

Qualifications & Experience:

• Education:

  Graduate in any discipline (preferably in healthcare administration, commerce, or communication).

• Experience:

  13 years in a hospital contact center, healthcare BPO, or customer service environment.

• Language Proficiency:

  Excellent command over English and local/regional languages.

Key Skills & Attributes:

• Strong communication and interpersonal skills.
  
• Empathy and patient-centric attitude.
  
• Good listening and problem-solving abilities.
  
• Ability to work in shifts, including weekends and holidays.
  
• High attention to detail and data accuracy.
  
• Team player with a focus on continuous improvement.
  

Performance Indicators:

• Call handling time and accuracy.
  
• Patient satisfaction score (CSAT/NPS).
  
• Appointment confirmation rate.
  
• First call resolution (FCR) percentage.
  
• Adherence to SLAs and quality audit scores.

Application Contact Center Executive