Call Centre Executive/ Sr. Executive (JD-0090)

Sant Nirankari Health City; Dublin; On-site; EUR 28,000 - 42,000; Full time

Job summary

Sant Nirankari Health City is seeking a Call Centre Executive in Ireland to handle incoming and outgoing calls, provide information on hospital services, and schedule appointments. You will coordinate with departments, maintain accurate records, and ensure high-quality patient experiences while adhering to privacy standards.

The role involves outbound follow-ups, escalation when needed, and using hospital software/CRM systems to log interactions.

Qualifications

• Bachelor’s degree in a hospital/health-related field.
• Healthcare experience is preferred.
• Excellent communication and active listening skills, with multilingual ability (English, Hindi, Punjabi).

Responsibilities

• Handle inbound and outbound calls to address inquiries and schedule appointments.
• Provide information on hospital services, visiting hours, doctor schedules, and billing procedures.
• Schedule, reschedule, and cancel OPD appointments; escalate complex queries as needed.
• Coordinate with departments and manage 24/7 ambulance dispatch and urgent medical queries.
• Conduct outbound follow-ups for reminders and post‑discharge checks; manage inquiries.
• Listen to grievances, de‑escalate, and escalate to appropriate managers.

Skills

Multilingual communication

Active listening

Crisis management

Customer service

Education

Bachelor’s degree in Hospital/Health-related discipline

Tools

Hospital software

CRM software

Job description

Job Overview

The Call Centre Executive will be responsible for handling inbound and outbound calls, responding to patient and customer inquiries, scheduling appointments, providing accurate information about hospital services, and ensuring prompt resolution or escalation of concerns. The role is essential in delivering a professional and compassionate patient experience, maintaining accurate call records, coordinating with relevant departments, and upholding the organization’s service standards and communication protocols.

Key Responsibilities

• Call Receiving: Receive all incoming calls to solve queries and, if needed, escale to next level.
• Information & Inquiry Management: Provide details on hospital, legacy, scope of services, visiting hours, doctor’s schedule, room availability, health check‑up packages, and billing procedures.
• Appointment Scheduling: Book, reschedule, and cancel OPD appointments for patients with specific doctors and specialists. Handle customer calls, emails, and chats to resolve their queries and concerns.
• Coordination: Rapidly handle calls, including coordinating 24/7 ambulance dispatch and triaging urgent medical queries.
• Patient Support & Follow‑ups: Make outbound calls for appointment reminders, preventive health check‑up follow‑ups, and post‑discharge wellness checks. Handle inbound leads and FAQs.
• Complaint Resolution: Listen to patient grievances, de‑escalate stressful situations, and forward complex issues to the respective department heads, floor managers and management according to the escalation matrix.
• Database Maintenance: Accurately log call details, patient data, and feedback into the hospital’s database or Electronic Health Record (EHR) systems.
• Adherence to Compliance: Strictly follow hospital SOPs and data privacy laws (e.g., patient confidentiality rules).
• CRM Management and Coordination: Maintain accurate records of all interactions with customers using CRM software. Collaborate with team members to achieve daily targets and improve overall performance.

Required Qualifications & Skills

• Education: Bachelor’s degree, preferably in Hospital/Health related discipline.
• Experience: Candidates with relevant experience in healthcare are preferred.
• Essential Skills: Active listening, crisis management, multilingual communication (English, Hindi, and Punjabi preferred) and proficiency in using hospital software.

Remuneration

As per industry standards

Why Join Us

At Sant Nirankari Health City, we offer a collaborative and supportive work environment where your contributions are valued and recognised. Join us in our mission to deliver exceptional healthcare services while upholding the highest standards of quality and patient care.