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

Nirankarifoundation; Delhi; On-site; INR 300,000 - 420,000; Full time

Job summary

Sant Nirankari Health City is seeking a Call Centre Executive to handle inbound/outbound calls, provide hospital service information, and schedule appointments. You will maintain accurate call records, escalate issues as needed, and coordinate with departments to deliver compassionate patient service.

The role requires strong listening and communication skills, experience in healthcare, and multilingual abilities (English, Hindi, Punjabi preferred).

Qualifications

• Bachelor's degree in a health-related field is preferred.
• Healthcare experience is preferred.
• Strong communication and language skills (English, Hindi, and Punjabi preferred).

Responsibilities

• Handle inbound and outbound calls to resolve queries.
• Provide information on hospital services, visiting hours, and billing procedures.
• Schedule, reschedule and cancel OPD appointments; route complex issues appropriately.

Skills

Active listening

Crisis management

Multilingual communication

Education

Bachelor's degree in Hospital/Health related discipline

Tools

Hospital software

Job description

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.