Company Overview

Sir H. N. Reliance Foundation Hospital & Research Centre is a 345-bed multi-specialty tertiary care hospital located in Mumbai. It focuses on cardiac sciences, gastroenterology, liver transplant, neuro sciences, and more. The hospital blends advanced technology with international standards in healthcare. Founded in 1918, it has a legacy of excellence, patronized by historical figures like Mahatma Gandhi. It serves with a commitment to excellence, employing a workforce of 1001-5000 employees.

Job Overview

We are seeking a Contact Centre Executive to join our Mumbai office. This is a full-time, fresher-level position requiring no previous experience. The candidate will play a crucial role in enhancing customer experience and ensuring seamless communication across our contact center. A successful candidate will possess strong communication skills and proficiency in handling contact centers and customer interaction.

Qualifications and Skills

• Excellent communication skills to effectively interact with patients, healthcare professionals, and team members. (Mandatory skill)
• Experience or understanding of contact center operations to efficiently manage and streamline customer interactions. (Mandatory skill)
• Proven customer contact skills to maintain a high standard of patient care and satisfaction. (Mandatory skill)
• Ability in cold calling and maintaining relationships with potential patients and healthcare partners.
• Familiarity with call center development processes to implement improvements and efficiencies in operations.
• Strong customer service orientation to address queries, resolve issues, and ensure patient satisfaction.
• Proactive approach in understanding diverse patient needs to offer personalized assistance and solutions.
• Effective problem-solving abilities for quick resolution of customer complaints and inquiries.

Roles and Responsibilities

• Handle inbound and outbound calls efficiently, addressing patient queries, and providing accurate information.
• Maintain comprehensive and updated records of patient interactions and transactions for future reference.
• Coordinate with various hospital departments to facilitate smooth patient services and follow-up.
• Assist in scheduling and confirming patient appointments, ensuring a seamless experience.
• Identify and escalate unresolved issues to the appropriate departments for further action.
• Participate in training sessions to stay updated with hospital services, policies, and industry best practices.
• Contribute to process improvements that optimize the performance of the contact center.
• Uphold the hospital's standards for professionalism, confidentiality, and patient care at all times.