Call Center Executive

Livasa Hospitals; Mohali; On-site; INR 350,000 - 520,000; Full time

Job summary

Livasa Hospitals in Mohali seeks a patient liaison and appointment coordinator to manage leads across calls, website inquiries, and referrals. The role involves guiding patients to suitable consultants, arranging OPD/IPD services, and ensuring smooth admissions with the care team.

You will counsel patients on treatment paths, explain costs, insurance processes, and document pre-admission requirements, while maintaining confidentiality and high service standards.

Qualifications

• Lead handling and conversion skills to manage multiple communication channels.

Responsibilities

• Handle incoming calls, website enquiries, social media leads, WhatsApp queries, and referrals.
• Understand patient requirements and recommend suitable consultants, specialties, packages, or services.
• Convert enquiries into confirmed OPD appointments.
• Coordinate with consultants, admission teams, and patients to facilitate planned IPD admissions.
• Counsel patients and attendants regarding admission processes, room categories, costs, and pre-admission documentation.
• Maintain accurate lead details in CRM/HIS and generate daily follow-up lists and status reports.
• Coordinate with doctors\' secretaries, front office, admission teams, diagnostics, and patient care teams; escalate complex issues as needed.

Job description

Key Responsibilities

Lead Management & Conversion

• Handle all incoming calls, website enquiries, social media leads, WhatsApp queries, and referral inquiries.
• Understand patient requirements and recommend suitable consultants, specialties, packages, or services.
• Convert enquiries into confirmed OPD appointments.
• Facilitate planned IPD admissions by coordinating with consultants, admission teams, and patients.
• Maintain conversion targets for both OPD and IPD leads.
• Conduct timely follow-ups with prospective patients to improve conversion rates.
• Re-engage dormant leads and missed opportunities.

Appointment Management

• Schedule, reschedule, and confirm OPD appointments.
• Coordinate diagnostic appointments and health package bookings.
• Send appointment confirmations and reminders.
• Minimize no-shows through proactive follow-up.

IPD Admission Support

• Counsel patients and attendants regarding admission processes.
• Coordinate planned surgical admissions and elective procedures.
• Guide patients regarding room categories, admission requirements, estimated costs, insurance/TPA processes, and pre-admission documentation.
• Liaise with admission, billing, nursing, and consultant teams for seamless admissions.

Patient Counselling

• Address patient concerns and objections professionally.
• Explain hospital services, specialties, consultant profiles, and treatment pathways.
• Build trust and confidence to support informed healthcare decisions.
• Maintain empathy and professionalism in all interactions.

CRM & Data Management

• Update all lead details accurately in CRM/HIS.
• Record call outcomes and patient interactions.
• Maintain complete lead tracking records.
• Generate daily follow-up lists and status reports.
• Ensure data confidentiality and compliance with hospital policies.

Coordination & Communication

• Coordinate with doctors' secretaries, front office, admission teams, diagnostics, and patient care teams.
• Escalate complex clinical or service-related concerns appropriately.
• Support marketing campaigns and health check promotion activities.
• Participate in outreach initiatives to generate OPD and IPD conversions.

Quality & Compliance

• Adhere to defined call quality standards and scripts.
• Maintain patient confidentiality and data privacy.
• Ensure all commitments made to patients are fulfilled.
• Meet productivity, conversion, and service quality KPIs.