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

Sant Nirankari Health City; Delhi; On-site; INR 240,000 - 360,000; Full time

Job summary

Sant Nirankari Health City in Delhi invites applications for a Call Centre Executive to handle inbound and outbound calls, respond to patient inquiries, schedule appointments, and ensure a compassionate, accurate information service. The role requires active listening, crisis management, multilingual communication (English, Hindi, Punjabi), and proficiency with hospital software/CRM.

You will log interactions, coordinate with departments, and uphold data privacy and SOPs while supporting a high

Qualifications

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

Responsibilities

• Handle inbound and outbound calls to resolve queries and escalate as needed.
• Provide details on hospital services, hours, doctor's schedules, and billing procedures.
• Schedule, reschedule, and cancel OPD appointments for patients with specific doctors and specialists.
• Coordinate with departments and manage 24/7 ambulance dispatch and urgent queries.
• Make outbound calls for appointment reminders and follow-ups; manage inbound inquiries.
• Log call details and patient data in EHR/CRM; ensure privacy and SOP compliance.
• Maintain accurate CRM records; collaborate with team to meet targets and improve service quality.

Skills

Active listening

Crisis management

Multilingual support

Hospital software

Education

Bachelor's degree in Hospital/ Health related discipline

Tools

CRM software

EHR systems

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: To receive all the incoming calls to solve the queries, escalation of calls to next level in case of any help.
• 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 (Outpatient Department) 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. Handling 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 as per 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: A Bachelor's degree, preferably in Hospital/ Health related discipline.
• Experience: Candidates with relevant experience in healthcare shall be preferred.
• Essential Skills: Active listening, crisis management, multilingual communication (English, Hindi, and regional language (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 recognized. Join us in our mission to deliver exceptional healthcare services while upholding the highest standards of quality and patient care.