Tele Calling Executive

Job Description – Hospital Telecaller

Position

Telecaller – Hospital Call Centre

Department

Patient Support / Contact Centre

Location

Hospital Premises

Employment Type

Full-Time

Experience

0–2 years in telecalling, customer service, healthcare support, or a similar role

About the Role

We are looking for a Telecaller to handle patient and attendant communication on behalf of the hospital. The role involves managing inbound and outbound calls, assisting patients with basic hospital-related information, scheduling appointments, conducting follow-ups, and ensuring a smooth patient experience.

Key Responsibilities

Inbound Calling

Answer incoming calls from patients and attendants professionally.

Provide accurate information regarding OPD timings, doctors, departments, services, and hospital facilities.

Assist patients with appointment-related queries.

Handle complaints and queries politely and escalate issues to the concerned department when required.

Record all relevant patient interactions in the hospital system/CRM.

Outbound Calling

Make appointment confirmation and reminder calls.

Conduct follow-up calls with patients after consultations, procedures, or discharge as instructed.

Contact patients regarding health packages, investigations, health camps, or hospital campaigns.

Follow up on leads generated through the hospital website, social media, campaigns, or other sources.

Conduct feedback calls to understand the patient's experience.

Patient Support

Guide patients regarding the appropriate hospital department or service.

Coordinate with concerned hospital teams for unresolved patient queries.

Maintain a polite, empathetic, and professional approach while interacting with patients and attendants.

Ensure patient information and conversations are handled with confidentiality.

Data & Reporting

Maintain accurate call records and patient information.

Update appointment, follow-up, lead, and feedback details in the CRM/HIS.

Achieve assigned daily/monthly calling and follow-up targets.

Share required reports with the Team Leader.

Ensure proper documentation of missed calls, callbacks, complaints, and escalations.

Skills Required

Good verbal communication skills in Hindi and English.

Pleasant, patient, and professional telephone etiquette.

Basic computer and MS Excel knowledge.

Ability to understand and communicate basic hospital-related information.

Good listening and problem-solving skills.

Ability to handle difficult or emotional patients calmly.

Comfortable working in shifts, including rotational shifts if required.

Ability to work with targets and follow defined processes.

Preferred Qualifications

Graduate preferred; candidates with relevant experience may also be considered.

Prior experience in a hospital, healthcare BPO, call centre, clinic, or customer support role will be an advantage.

Key Performance Indicators (KPIs)

Number of calls handled.

Appointment conversions/bookings.

Appointment confirmation and follow-up completion.

Lead follow-up and conversion.

Patient feedback completion.

Call quality and communication standards.

Data accuracy and CRM/HIS updates.

Response time and adherence to assigned schedules.

Pay

₹13,000.00 - ₹16,000.00 per month

Work Location

In person