Call Centre executive - Eye Hospital

Key Responsibilities

A. Patient Communication & Call Handling

Answer incoming calls promptly and professionally using the hospital’s approved greeting script.

Provide accurate information about hospital services, doctors’ availability, consultation timings, and locations.

Handle appointment scheduling, rescheduling, and cancellations using the hospital management software (HMS/EMR).

Ensure all patient queries are addressed or appropriately redirected to concerned departments.

Make outbound calls for appointment confirmations, follow-ups, feedback collection, and reminders for reviews or investigations.

Maintain confidentiality and sensitivity while handling patient data and medical information.

B. Appointment Management

Coordinate with OPD reception and consultants to ensure accurate appointment slots and minimal waiting times.

Update the appointment register and software daily with new bookings, reschedules, and cancellations.

Ensure SMS/WhatsApp reminders are sent to patients a day prior to their appointments.

Monitor doctor schedules and inform patients promptly of any changes or delays.

C. Feedback & Patient Relationship Management

Collect patient feedback post-consultation or discharge via phone or digital forms.

Record and escalate complaints to the Quality or Patient Experience team for timely resolution.

Maintain a positive and empathetic attitude toward patients at all times to enhance patient satisfaction.

D. Coordination with Other Departments

Liaise with OPD, Marketing, Optical, Pharmacy, and Diagnostic departments to ensure seamless communication.

Inform the Nursing and Doctor teams about emergency calls or urgent appointment requests.

Support the Marketing team during promotional campaigns (e.g., free eye check-up camps, LASIK offers) by making outreach calls.

E. Record Keeping & Reporting

Maintain accurate call logs, daily MIS reports, and appointment statistics.

Report daily call volume, missed calls, conversion ratios, and feedback summaries to the Front Office Manager.

Update and verify patient contact information and maintain records as per NABH standards.

Job Type

Full-time

Pay

₹25,000.00 - ₹30,000.00 per month

Education

Bachelor's (Required)

Experience

Technical support

1 year (Preferred)

tele sales

1 year (Preferred)

total work

2 years (Required)

Language

Hindi (Preferred)

Work Location

In person