Executive - Patient Care Services (OPD/ IPD/ Call Centre)
Job Title: Executive (Call Centre)
Department: Patient Care Services
Experience: 1 Year & AboveIndustry Preference: Healthcare (Preferred)
Location: Dwarka, New Delhi
Employment Type: Full-time
Role & responsibilities:
- Handle inbound and outbound calls professionally, courteously, and efficiently.
- Assist patients with appointment scheduling, rescheduling, cancellations, and follow-up coordination.
- Provide accurate information regarding hospital services, doctors' availability, departments, health packages, and operational hours.
- Respond to patient queries, concerns, and service requests while ensuring high levels of customer satisfaction.
- Register patient details accurately in the Hospital Information System (HIS), CRM, or other designated platforms.
- Coordinate with clinical and non-clinical departments to facilitate timely patient services.
- Escalate patient complaints or critical issues to the appropriate department and ensure timely resolution.
- Conduct appointment reminders, feedback calls, and follow-up calls to improve patient engagement and satisfaction.
- Maintain confidentiality of patient information and comply with organizational policies and applicable healthcare regulations.
- Achieve service quality standards, productivity targets, and key performance metrics.
- Maintain accurate records of all interactions and update call logs in the system.
- Support patient experience initiatives and contribute to continuous process improvement.
- Bachelor's degree in any discipline.
- Certification or training in customer service or healthcare administration is an added advantage.
- Minimum 1 year of experience in a call centre, customer service, patient support, or healthcare environment.
- Experience in hospitals, clinics, or healthcare service organizations is preferred.
- Excellent verbal and written communication skills in English and local language(s).
- Strong customer service orientation with a patient-centric approach.
- Good telephone etiquette and active listening skills.
- Ability to handle patient concerns with empathy, professionalism, and patience.
- Basic knowledge of healthcare services, medical terminology, and hospital operations is desirable.
- Proficiency in MS Office, CRM systems, and Hospital Information Systems (HIS) is preferred.
- Strong organizational and multitasking abilities.
- Ability to work in rotational shifts, weekends, and holidays.
- Good problem-solving and conflict resolution skills.
- High level of accuracy, confidentiality, and attention to detail.
