Customer Engagement Specialist - Healthcare

Job Description

Role & responsibilities Inbound Call Handling: Promptly answer incoming patient calls from multiple channels ( Practo, Google GMB, direct calls, etc. ). Assist patients with inquiries regarding appointments, services, doctors, and clinic locations. Outbound Calls & Chat Support: Follow up on missed calls and patient inquiries to minimize potential patient loss. Engage in patient follow-ups and feedback collection. Provide support via chat for appointment confirmations and basic inquiries. Appointment Management: Schedule, reschedule, and confirm appointments for General Physicians . Ensure appointment slots are efficiently managed to maximize patient visits. Information Support & Patient Inquiry Handling: Provide accurate details about clinic services, doctor availability, office hours, and policies. Address insurance-related queries, payment methods, and administrative concerns . Coordination & Documentation: Communicate effectively with clinic front desk staff regarding patient bookings, cancellations, and special requests. Maintain detailed call logs and patient records for smooth follow-ups and to reduce drop-offs. Customer Service Excellence: Ensure zero missed calls and respond professionally to all patient interactions. Maintain a polite, empathetic, and patient-friendly approach at all times. Preferred candidate profile Communication Skills: Fluent in English, Kannada, and Hindi. Strong verbal and written communication. Attentiveness & Problem-Solving: Ability to actively listen and address patient concerns efficiently . Quick and effective problem-solving for patient queries. Multitasking & Time Management: Ability to handle high call volumes while maintaining accuracy. Prioritize urgent patient requests effectively. Technical Skills: Comfortable using appointment scheduling software and call management systems . Experience: Previous experience in healthcare customer service or call centers is a plus. Professional & Courteous Attitude: Should be empathetic, patient, and friendly in all interactions. Perks and benefits Competitive salary and benefits package. Opportunity to work at the intersection of healthcare and technology in a high-growth, mission-driven startup. Collaborate with a passionate team committed to transforming healthcare for millions in India. Health coverage