Tele Caller

Role Overview:

Key Responsibilities

1. Daily Operational Tasks

• Check the

  OPD schedule of all doctors

  every day.
• Review

  upcoming offers

  ,

  TV interviews

  , and key events for the

  upcoming week

  .
• Prioritize

  POP (Point of Presence) / popup leads

  at all times—

  every POP lead must be attended within 60 minutes

  .

2. Calling & Follow-Up

• Dial

  a minimum of 400 numbers daily

  with

  4+ hours of talk time

  .
• Check and attend to

  pending calls

  and existing

  appointments

  (Online Consultation or Direct Hospital Visit) before starting fresh calls.
• After connecting with a patient,

  collect and update complete details

  in the BI system, including:
• Husband & wife’s

  date of birth

• Marriage date

• City

• Alternate phone number

  (mandatory)

• How the patient heard about the hospital

• Correct

  name and contact details

3. Appointment Booking

• After confirming the appointment,

  enter the appointment in HMS

  with accurate date, time, and center details.
• The backend telecaller team will follow up

  1 day before (10 AM–12 PM)

  and on

  the same day (9 AM–10 AM)

  .
• If calls are not connected, ensure

  minimum 4 attempts

  at different times and using alternate numbers.

4. Patient Communication

• After scheduling the appointment,

  send the center address

  via WhatsApp or SMS.
• Share

  relevant video links

  with the patient.
• Ask for the patient’s

  WhatsApp number

  for smooth communication.
• Avoid pushing patients for direct visits; instead:
  
• Listen to their concerns
  
• Understand their medical needs
  
• Provide appropriate guidance
  

5. System Updates & Reporting

• Fill the

  Telecalling Form

  after every BI call.
• Ensure mandatory fields are updated:
  

• Calling Status

• Important Status

• Notes

• Patient seems

  (patient intent/interest)

• Locality

• Use

  auto-scheduled calls

  wherever possible and

  schedule manually

  only after patient confirmation.

Skills & Requirements

• Strong communication and patient-handling skills
  
• Ability to multitask and manage high call volume
  
• Basic computer knowledge (HMS, BI tools, WhatsApp, SMS portals)
  
• Empathy, patience, and problem-solving ability
  
• Attention to detail and disciplined follow-up skills