CRM (Telecalling) – Hospital Background

Job description

Designation

CRM Executive – Telecalling Industry: Multispeciality / Super Speciality Hospital

Job Summary

The CRM Executive – Telecalling is responsible for handling incoming and outgoing patient calls, coordinating appointments, following up with patients, generating leads for hospital services, and maintaining positive patient relationships. The role focuses on patient engagement, appointment conversion, follow-up management, and improving patient satisfaction.

Key Responsibilities

Make outbound calls to prospective patients, existing patients, and enquiry leads.

Handle incoming calls related to hospital services, doctor availability, appointments, and treatment enquiries.

Schedule and confirm OPD appointments, health check-ups, and specialist consultations.

Follow up with patients who have enquired about consultations, investigations, procedures, or treatments.

Contact patients for appointment reminders, missed appointments, and follow-up consultations.

Conduct post-discharge and post-consultation feedback calls to assess patient satisfaction.

Explain hospital facilities, available specialities, doctors' consultation timings, and healthcare packages using approved information.

Coordinate with OPD, consultants' secretaries, front office, billing, and marketing teams to ensure smooth patient services.

Maintain accurate records of calls, enquiries, appointments, follow-ups, and patient responses in the CRM software or hospital information system (HIS).

Convert enquiries into confirmed appointments through professional communication and timely follow-up.

Escalate patient complaints, clinical queries, and service-related concerns to the appropriate departments.

Maintain patient confidentiality and comply with hospital policies and communication protocols.

Achieve assigned daily call targets, appointment conversion targets, and patient follow-up targets.

Educational Qualification

Any undergraduate degree is preferred.

A degree or diploma in Hospital Administration, Healthcare Management, or Business Administration is an added advantage.

Experience

1–3 years of experience in telecalling, customer relationship management, or patient coordination.

Experience in a multispeciality or super speciality hospital is preferred.

Required Skills

Excellent verbal communication skills in English and Tamil.

Hindi or other regional language skills are an added advantage.

Good telephone etiquette and convincing skills.

Patient-friendly attitude and customer service orientation.

Ability to handle patient enquiries and objections professionally.

Basic computer knowledge and familiarity with MS Office, CRM software, or HIS.

Strong follow-up, coordination, and record-maintenance skills.

Key Performance Indicators (KPIs)

Number of outbound and inbound calls handled.

Appointment booking and conversion rate.

Patient enquiry follow-up completion rate.

Appointment confirmation and attendance rate.

Patient feedback and satisfaction scores.

Accuracy of call records and CRM updates.

Achievement of monthly calling and appointment targets.

Reporting Structure

Reports to

CRM Manager / Patient Relations Manager / Marketing Manager.

Coordinates with

OPD, Consultants' Secretaries, Front Office, Marketing, Billing, and other relevant hospital departments.

Suggested designation for recruitment: CRM Executive – Telecalling (Hospital Operations).

Chettinad Super Speciality Hospital, Kelambakkam, Chennai

Interested candidates are invited to submit their updated resume to hrd3@care.edu.in

Contact

sai-9080347818

Benefits

Provident Fund

Work Location

In person

Pay

₹20,000.00 - ₹25,000.00 per month

Work Location

In person