Call Center Executive

Resonacle; Navi Mumbai; On-site; INR 167,000 - 301,000; Full time

Job summary

Resonacle in Navi Mumbai is seeking a Call Center Executive to join our Call Centre / Operations team. You will handle patient inquiries, provide information on doctors and hospital services, and schedule, reschedule, and cancel appointments with accuracy.

The role requires a graduate with experience in hospital call centres or healthcare customer service, strong communication, and adherence to hospital protocols and privacy norms.

Qualifications

• Graduate with preference for experience in hospital call centres or healthcare customer service.
• Experience in healthcare customer service is preferred.
• Strong communication and telephone handling skills.
• Ability to follow hospital protocols and protect patient confidentiality.

Responsibilities

• Answer incoming calls promptly and courteously.
• Provide information on doctors, specialties, OPD timings and hospital services.
• Schedule, reschedule and cancel appointments accurately.
• Make appointment confirmations and reminder calls as assigned.
• Handle enquiries from hospital campaigns and digital platforms.
• Transfer calls to appropriate departments without delay.
• Identify emergency calls and escalate according to hospital protocol.
• Maintain accurate call records and update patient information in HIMS/CRM.
• Conduct outbound follow-up calls for health check-ups, camps and hospital services.
• Escalate patient complaints and unresolved enquiries to the concerned department.
• Follow approved scripts and communication standards.
• Maintain confidentiality of patient information.
• Avoid providing medical advice or making clinical interpretations.
• Maintain daily call statistics and reports.
• Coordinate with Front Office, Marketing, Consultants' coordinators and Operations.
• Maintain courteous communication even when handling difficult callers.
• Perform other responsibilities assigned by the reporting authority.

Job description

CALL CENTER EXECUTIVE

Department:

Call Centre / Operations

Reports To:

Call Centre Incharge / Head Operations

Qualification & Experience

Graduate. Previous experience in hospital call centres, healthcare customer service or similar roles preferred.

Responsibilities

1. Answer incoming calls promptly and courteously.
2. Provide accurate information regarding doctors, specialties, OPD timings and hospital services.
3. Schedule, reschedule and cancel appointments accurately.
4. Make appointment confirmation and reminder calls as assigned.
5. Handle enquiries generated through hospital campaigns and digital platforms.
6. Transfer calls to appropriate departments without unnecessary delays.
7. Identify emergency calls and immediately connect/escalate them according to hospital protocol.
8. Maintain accurate call records and update patient information in HIMS/CRM.
9. Conduct authorized outbound calls for follow-up, health check-ups, camps and hospital services.
10. Escalate patient complaints and unresolved enquiries to the concerned department.
11. Follow approved scripts and communication standards.
12. Maintain confidentiality of patient information.
13. Avoid providing medical advice or making clinical interpretations.
14. Maintain daily call statistics and reports.
15. Coordinate with Front Office, Marketing, Consultants' coordinators and Operations.
16. Maintain courteous communication even when handling difficult callers.
17. Perform other responsibilities assigned by the reporting authority.