Customer Care Coordinator

JOB SUMMARY:

The role involves ensuring effective communication systems and networks to support internal and external communication needs.

Role & responsibilities

4.1. INTERNAL CALLS:

1. To attend all internal calls in three rings

2. To direct our staff to use telephone directory for internal calls(including CUG & Junior Drs )

4.2 EXTERNAL CALLS:

1. All general enquiry calls to be transferred to the concern department.

2. All patient calls should be transferred to the department as per the speciality

3. To share the direct numbers to the patients in case that particular extension is busy.

4. All doctor appointment calls from 9.00 am to 5.30 pm to be connected directly to the concern op secretaries

5. For all online & practo appointment collect patient name, contact number, doctor name, department name with date and time.

4.3 Missed Call Details:

1 Every one hour all missed calls to be extracted from the voice logger and should be reverted back.

2. All calls should be documented in the Excel sheet with date & time and contact number.

4

1.Video Consultation call is segregated into Non-Technical & Technical Enquiry calls

2. Non -Technical related with the enquiry about briefing the Video Consultation steps, these types of calls can be transfer to the Concern department secretaries for more details about the doctors availability and for the link etc.

3. Technical calls related with enquiry about Payment link details, technical issue with IT department will be handled by the Marketing department as well as IT department.

Practo & Online Booking calls:

1 . Mode of these calls is through Phone & Mail.

2. These calls are considered as Most Priority Calls

3. This Practo and Online calls also consider as same like OPD Appointment calls