Call Center Executive(Immedicate Joiner)

Eye Q; Rohtak, Gurugram District, Almora District; On-site; INR 167,000 - 279,000; Full time

Job summary

Eye Q in Rohtak, India seeks a telecalling professional to handle inbound and outbound calls, respond to patient enquiries, and schedule OPD appointments and surgeries. You will generate leads, follow up on interest, and maintain meticulous call records in the CRM to ensure smooth patient experiences.

The role requires clear communication, empathy, and adherence to hospital processes, with targets for calling, appointments, and conversions.

Responsibilities

• Handle inbound and outbound calls from patients and prospective patients.
• Attend patient enquiries related to consultations, surgeries, diagnostics, services, doctors, timings and packages.
• Schedule and confirm OPD appointments, consultations and surgeries.
• Make outbound calls to generate appointments and convert enquiries into patient visits.
• Follow up with patients who have shown interest but have not yet taken an appointment.
• Conduct systematic follow-up with patients for consultation, surgery, investigations and post-consultation requirements.
• Counsel patients and attendants regarding the next steps in the treatment journey and coordinate with the concerned hospital team wherever required.
• Make follow-up calls to patients who have missed appointments and support re-engagement and rescheduling.
• Maintain accurate call records, patient details, lead status and follow-up information in the CRM/lead management system.
• Ensure timely follow-up of all assigned leads and maintain proper lead closure.
• Coordinate with Front Office, Counselling, Operations and Clinical teams to ensure a smooth patient experience.
• Escalate patient complaints, urgent concerns or service-related issues to the appropriate team.
• Ensure professional and empathetic communication with patients and attendants during every interaction.
• Work towards defined calling, appointment, conversion and patient acquisition targets.
• Track daily calling performance, connect rates, appointments booked, follow-ups completed and conversions.
• Maintain confidentiality of patient information and comply with hospital policies and processes.

Job description

• Handle inbound and outbound calls from patients and prospective patients.
• Attend patient enquiries related to consultations, surgeries, diagnostics, services, doctors, timings and packages.
• Schedule and confirm OPD appointments, consultations and surgeries.
• Make outbound calls to generate appointments and convert enquiries into patient visits.
• Follow up with patients who have shown interest but have not yet taken an appointment.
• Conduct systematic follow-up with patients for consultation, surgery, investigations and post-consultation requirements.
• Counsel patients and attendants regarding the next steps in the treatment journey and coordinate with the concerned hospital team wherever required.
• Make follow-up calls to patients who have missed appointments and support re-engagement and rescheduling.
• Maintain accurate call records, patient details, lead status and follow-up information in the CRM/lead management system.
• Ensure timely follow-up of all assigned leads and maintain proper lead closure.
• Coordinate with Front Office, Counselling, Operations and Clinical teams to ensure a smooth patient experience.
• Escalate patient complaints, urgent concerns or service-related issues to the appropriate team.
• Ensure professional and empathetic communication with patients and attendants during every interaction.
• Work towards defined calling, appointment, conversion and patient acquisition targets.
• Track daily calling performance, connect rates, appointments booked, follow-ups completed and conversions.
• Maintain confidentiality of patient information and comply with hospital policies and processes.