Tellecaller

*Job Title:* Tellecaller

*Reports to:*OPD Manager

*Location:* Micro care ENT hospitals, KPHB

*Job Type:* Full-time

Job Summary:

The Telecaller is responsible for managing all telephonic communication for the hospital. This includes handling a high volume of inbound and outbound calls to provide information, schedule appointments, address patient inquiries, and ensure a seamless and positive experience for all callers. The ideal candidate must possess excellent communication skills, a patient and empathetic demeanor, and a strong understanding of customer service principles within a healthcare context.

Key Responsibilities:

* Patient Communication: Handle inbound calls from new and existing patients, providing accurate information about hospital services, departments, and medical procedures.

* Appointment Management: Schedule, confirm, and reschedule patient appointments with doctors and specialists, ensuring accuracy and efficiency.

* Outbound Calls: Make follow-up calls to patients regarding appointment reminders, feedback, and post-discharge inquiries.

* Inquiry Resolution: Address patient and visitor queries and concerns promptly and professionally, escalating complex issues to the appropriate department or personnel.

* Data Management: Maintain and update patient records in the hospital's CRM or patient management system with accurate details of conversations and transactions.

* Information Dissemination: Provide clear and concise information about hospital policies, visiting hours, billing, and insurance procedures.

* Lead Generation: In some cases, make outbound calls to potential patients or clients to promote hospital services, health check-up packages, or promotional offers.

* Confidentiality: Adhere to all healthcare policies and regulations, ensuring patient confidentiality and data privacy at all times.

Qualifications:

*Degree, diploma or equivalent; additional education in a related field is a plus.

* Proven experience as a telecaller, customer service representative, or in a similar role, preferably within the healthcare or hospitality industry.

* Fluency in the local language(s) and excellent command of English (both verbal and written).

Required Skills:

* Exceptional Communication: Clear, professional, and empathetic communication skills over the phone.

* Active Listening: The ability to listen attentively to patient concerns and understand their needs.

* Patience and Empathy: A compassionate and patient-centered approach to handle a diverse range of callers, including those who may be distressed or in pain.

* Problem-Solving: The ability to think on your feet and resolve issues efficiently.

* Attention to Detail: Meticulous record-keeping and a high degree of accuracy in scheduling and data entry.

* Technical Proficiency: Familiarity with CRM software, telephone systems, and basic computer applications.

* Product/Service Knowledge: A quick learner who can rapidly gain an in-depth understanding of the hospital's services, departments, and medical terminology.

* Stress Management: The ability to remain calm and composed while handling a high volume of calls and difficult situations.*How to Apply:*

Send your resume and a cover letter to hr@microcareenthospitals.com.

Job Types: Full-time, Permanent, Fresher

Pay: ₹206,993.95 - ₹1,506,655.74 per year

Work Location: In person