Job Summary:

We are seeking a dynamic and customer-focused Call Center Executive to join our hospital's communication team. As a Call Center Executive, you will play a crucial role in delivering exceptional customer service to patients, their families, and other stakeholders. The ideal candidate should possess excellent communication skills in English, Hindi, and one regional language, along with a deep understanding of hospital services, doctor specialties, and both inpatient (IP) and outpatient (OP) processes.

Skills Required

• Appointment Scheduling
• Skilled Multi-tasker
• Computer Literacy
• Hospital Management
• Communication
• Business Process Outsourcing (BPO)
• Phone Etiquette
• Organization Skills
• Medical Terminology
• Hindi

Responsibilities

Cold Calling:

• Minimum 50 Calls per day and Maximum 80 Calls per day

Patient Assistance:

• Handle incoming calls from patients, their families, and other stakeholders.
• Provide accurate and comprehensive information about hospital services, doctor specialties, appointment scheduling, and general inquiries.

Appointment Scheduling:

• Efficiently manage appointment scheduling for both inpatient and outpatient services.
• Collaborate with different departments to ensure timely and appropriate scheduling of appointments.

Doctor Specialties:

• Possess in-depth knowledge of various doctor specialties within the hospital.
• Assist callers in connecting with the appropriate specialist based on their medical needs.

Hospital Information:

• Stay updated on hospital policies, procedures, and facilities.
• Provide information on visiting hours, admission processes, and other relevant details.

Language Proficiency:

• Communicate fluently in English, Hindi, and one regional language to cater to diverse linguistic needs.
• Ensure effective communication and understanding of queries in all supported languages.

Problem Resolution:

• Address and resolve patient concerns or issues promptly and professionally.
• Escalate complex problems to the relevant department for swift resolution.

Documentation:

• Maintain accurate and up-to-date records of patient interactions and feedback.
• Generate reports as required by the hospital administration.

Requirements:

Minimum of a high school diploma

Higher education or relevant certification is a plus.

Proven experience in a customer service or call centre role, preferably in a healthcare setting.

Excellent verbal and written communication skills in English, Hindi, and one regional language.

Strong organisation skills and the ability to multitask in a fast-paced environment.

Knowledge of hospital processes, doctor specialties, and medical terminology.

Familiarity with appointment scheduling systems and basic computer proficiency.

Role: Non Tech Support - Voice / Blended

Industry Type: Advertising & Marketing (Digital Marketing)

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Voice / Blended

Education

UG: Any Graduate