Call Centre Executive

Ashok Lab; Kolkata District; On-site; INR 279,000 - 390,600; Full time

Job summary

Ashok Lab is seeking a Call Center Executive in Kolkata to manage inbound and outbound patient calls. This role involves assisting patients with test-related inquiries, booking appointments, coordinating home collections, and ensuring high levels of patient satisfaction through effective communication.

The ideal candidate should have at least 1 year of experience in a call center or healthcare service industry, with excellent communication skills and the ability to handle pressure. Knowledge of multilingual communication is preferred.

Qualifications

• Minimum 1 year experience in call centre / diagnostic laboratory / healthcare service industry.
• Multilingual skills preferred.

Responsibilities

• Handling inbound and outbound calls professionally and courteously.
• Booking lab test appointments and scheduling home sample collections.
• Providing accurate information regarding tests and preparation instructions.
• Coordinating with home collection team for smooth sample collection.
• Follow-up calls for pending samples, reports, and payments.
• Handling patient complaints and escalations as per SOP.
• Ensuring fastest possible response time and minimal call waiting period.
• Maintaining accurate patient data entry in LIS / CRM system.
• Ensuring confidentiality and data privacy of patient information.
• Handling corporate and referral-related calls and documentation support.
• Adherence to SOPs and call quality standards.
• Supporting emergency and priority cases telephonically when required.

Skills

Excellent communication skills

Pleasant voice and listening skills

Computer savvy

Telephonic etiquette

Patience

Problem-solving capability

Ability to handle pressure

Job description

ASHOK LABORATORY CLINICAL TESTING CENTRE PRIVATE LIMITED

Minimum Experience

Minimum 1 year experience in call centre / diagnostic laboratory / healthcare service industry.

Job Purpose

This position’s main role and responsibility is to handle inbound and outbound calls, assist patients with test-related enquiries, appointment booking, home collection coordination, report status updates, and ensure high levels of patient satisfaction through effective telephonic communication.

Key Relationships

Patients, Patient Attendants, Doctors, Home Collection Team, Center Staff, Corporate Clients, HR and Finance Department.

Responsibilities

• Handling inbound and outbound calls professionally and courteously.
• Booking lab test appointments and scheduling home sample collections.
• Providing accurate information regarding tests, preparation instructions, pricing, and TAT.
• Coordinating with home collection team and centers for smooth sample collection.
• Follow‑up calls for pending samples, reports, and payments.
• Handling patient complaints and escalations as per SOP.
• Ensuring fastest possible response time and minimal call waiting period.
• Maintaining accurate patient data entry in LIS / CRM system.
• Ensuring confidentiality and data privacy of patient information.
• Handling corporate and referral‑related calls and documentation support.
• Adherence to SOPs and call quality standards.
• Supporting emergency and priority cases telephonically when required.

Desired Skills and Qualifications

• Excellent communication skills (multilingual preferred).
• Pleasant voice and listening skills.
• Computer savvy.
• Telephonic etiquette.
• Patience.
• Problem‑solving capability.
• Ability to handle pressure.