Tele Caller Executive

Job Title: Telecaller
Department: Front Office / Administration
Location: Panvel
Reports To: Front Office Manager / Operations Manager
Job Summary:

The Telecaller is responsible for handling inbound and outbound calls, assisting patients with appointment scheduling, providing information about hospital services, and ensuring excellent communication between patients and hospital departments. The role aims to enhance patient satisfaction through polite, prompt, and professional telephonic interaction.

Key Responsibilities:

1. Patient Communication & Support

• Handle inbound calls and respond to patient inquiries courteously and efficiently.
• Make outbound calls for appointment reminders, follow-ups, feedback, and promotional campaigns.
• Provide accurate information about doctors, departments, timings, and hospital facilities.
• Guide patients on admission, billing, and report collection procedures.

2. Appointment & Coordination

• Schedule and confirm patient appointments with doctors and specialists.
• Coordinate with the front desk, OPD, and diagnostic departments for smooth patient flow.
• Maintain an updated database of doctors’ schedules and hospital services.

3. Record Keeping & Reporting

• Update patient information and call logs accurately in the hospital system.
• Maintain confidentiality of patient records and conversations.
• Prepare daily call reports and share with the reporting manager.

4. Feedback & Relationship Management

• Collect feedback from patients to assess satisfaction levels.
• Escalate patient concerns to the respective department for resolution.
• Build positive rapport with patients to encourage repeat visits and referrals.

Skills & Competencies:

• Excellent verbal communication and listening skills.
• Pleasant and confident telephone etiquette.
• Basic computer knowledge (MS Office, hospital software).
• Good organizational and multitasking ability.
• Patience, empathy, and customer-focused attitude.

Qualifications & Experience:

• Minimum Qualification: HSC / Graduate (Preferred in any discipline).
• Experience: 1–3 years in telecalling, preferably in a hospital, clinic, or healthcare setup.
• Language: Fluency in English, Hindi, and regional language (Marathi preferred).

Work Schedule:

• Full-time position.
• Working Days: 6 days a week.

Key Performance Indicators (KPIs):

• Number of calls handled per day.
• Appointment conversion rate.
• Patient satisfaction score.
• Accuracy of data entry and reporting.

Job Type: Full-time

Pay: ₹10,000.00 - ₹18,000.00 per month

Work Location: In person