Call Center Executive

Handle incoming calls from patients, attendants, doctors, insurance/TPA representatives, and other stakeholders.

Provide accurate information regarding

Doctor availability

OPD timings

Appointments

Hospital departments

Services and specialties

Health packages and camps

Admission and discharge-related information

Emergency services

Schedule, confirm, reschedule, and cancel doctor appointments as required.

Make outbound calls for

Appointment confirmation

Patient follow-up

Lead follow-up

Health package promotion

Feedback collection

Missed-call follow-up

Generate and manage patient leads received through calls, website, social media, Google, and other digital platforms.

Ensure every enquiry is properly recorded in the CRM/HIMS/call register.

Follow up with patients to improve appointment conversion and patient visit rates.

Transfer calls to the appropriate department or staff member when required.

Handle patient queries professionally and escalate complaints to the concerned department.

Maintain patient confidentiality and follow hospital privacy policies.

Coordinate with Front Office, Billing, TPA, Marketing, Doctors, Nursing, and Operations teams.

Maintain daily call records and submit daily/weekly/monthly MIS reports.

Track pending patient enquiries and ensure timely follow-up.

Collect patient feedback and communicate recurring issues to the reporting manager.

Follow approved call scripts and hospital communication standards.

Maintain professional and polite communication at all times.

Key Performance Indicators (KPIs)

Number of calls handled

Inbound call response rate

Outbound calls completed

Patient leads generated

Appointment conversion rate

Follow-up completion rate

Missed-call follow-up

Patient satisfaction

Call quality and communication

Data/CRM accuracy

Complaint resolution and escalation

Daily productivity

3–5 years of experience in a hospital, healthcare call centre,

Pay

₹25,000.00 - ₹35,000.00 per month

Work Location

In person