Executive - Call Centre

Sri Shankara Cancer Foundation; Bengaluru; On-site; INR 240,000 - 360,000; Full time

Benefits offered by this job

Industry-standard salary

Job summary

Sri Shankara Cancer Foundation seeks a Call Centre Executive to manage inbound and outbound patient calls, book appointments with consultants, and serve as a patient liaison. The role emphasizes accurate data entry, adherence to TAT, and empathetic, clear communication in a hospital setting.

Ideal candidates will be graduates with strong English/Kannada language skills, proficiency with CRM software, and the ability to diffuse tense situations while providing excellent customer service.

Qualifications

• Must be a Graduate with good communication skills.
• Active listening, and verbal communication skills with professional phone voice.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Fluency in English, Kannada & multiple languages may be desired.

Responsibilities

• Handle inbound and outbound calls from patients and family members.
• Book appointments with consultants using the Call Centre software.
• Educate patients about the Emergency Department procedures when needed.
• Direct calls to relevant hospital departments as necessary.
• Maintain call centre metrics and turnaround times (TAT).
• Enter patient details accurately into the software.
• Respond promptly and empathetically to callers, providing clear information.

Skills

Graduate

Active listening

Verbal communication

Multilingual

Time management

Accountability

Professional phone manner

Customer service orientation

Education

Graduate degree

Tools

CRM software

Typing skills

Computers (general)

Job description

Role & responsibilities

Call Centre Executive (Agent) takes calls from Patients / family members answering questions or addressing any concerns they may have. Their duties include handling every Inbound and outbound calls from patients / patient family members listening to their needs or issues and directing the calls if required.

Key Responsibilities

• Receiving calls from patients / patient family members and book an appointment with the Consultants as per the available time slots for each OPD in Call Centre software.
• No Appointment request shall be denied without checking with the treating doctor; Educate patients / patient family members about the Emergency Department to approach in case of emergency.
• Act as a liaison for the patients of the Hospital
• Direct calls to other departments as necessary
• To follow the timelines as shared by the treating Consultant before booking the slots; To maintain the TAT (Turnaround Time) for each call and avoid missed calls.
• To follow the Call Centre manual before giving the appointment slots.
• To maintain missed call statistics on a daily basis.
• Enter the patient details in the software accurately.
• Responding efficiently and accurately to the calls, give possible solutions, and ensure that patients / patient family members feel supported and valued.
• Alert in active listening with callers, confirm / give more clear information and diffuse angry clients, as needed.
• Build long term relationships with patients / patient family members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understand and strive to meet or exceed call centre metrics while providing excellent consistent patients / patient family members.
• Taking part in training and other learning opportunities to expand knowledge of company and position.

Call Centre Representative Requirements

• Must be a Graduate with good communication skills
• Active listening, and verbal communication skills with professional phone voice.
• Understanding the different services available at the Hospital and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision making skills.
• Adaptability and accountability.
• Fluency in English,Kannada & multiple languages may be desired

Perks and benefits

Salary as pre industry