Executive - Patient Care Services (OPD/ IPD/ Call Centre)

Aakash Health Care; New Delhi; On-site; INR 240,000 - 360,000; Full time

Job summary

Aakash Health Care in New Delhi is seeking an Executive (Call Centre) to handle inbound and outbound calls, assist with appointment scheduling, and provide information on hospital services. The role requires clear communication in English and a local language and a strong patient-service mindset.

Based in Dwarka, New Delhi, the candidate should have at least 1 year in a call centre or healthcare setting and a Bachelor's degree.

Qualifications

• Bachelor's degree in any discipline.
• 1 year of experience in call centre, customer service, patient support, or healthcare environment.
• Excellent verbal and written communication in English and local language(s).
• Strong customer service orientation with patient-centric approach.
• Good telephone etiquette and active listening skills.
• Ability to handle patient concerns with empathy, professionalism and patience.

Responsibilities

• Handle inbound and outbound calls professionally and efficiently.
• Assist patients with appointment scheduling, rescheduling, cancellations, and follow-up coordination.
• Provide accurate information regarding hospital services, doctors' availability, departments, health packages, and hours.
• Respond to patient queries while ensuring high levels of customer satisfaction.
• Register patient details in HIS/CRM or other platforms accurately.
• Coordinate with clinical and non-clinical departments to facilitate timely patient services.
• Escalate complaints to appropriate department and ensure timely resolution.
• Conduct appointment reminders and follow-up calls to improve engagement.
• Maintain confidentiality of patient information and comply with regulations.
• Achieve service quality standards, productivity targets, and KPIs.
• Maintain accurate call logs and records.

Skills

English language

Local language

MS Office

Customer service

Education

Bachelor's degree

Tools

CRM systems

Hospital Information System (HIS)

Job description

Job Title: Executive (Call Centre)
Department: Patient Care Services
Experience: 1 Year & Above
Industry Preference: Healthcare (Preferred)
Location: Dwarka, New Delhi
Employment Type: Full-time

Role & responsibilities:

• Handle inbound and outbound calls professionally, courteously, and efficiently.
• Assist patients with appointment scheduling, rescheduling, cancellations, and follow-up coordination.
• Provide accurate information regarding hospital services, doctors' availability, departments, health packages, and operational hours.
• Respond to patient queries, concerns, and service requests while ensuring high levels of customer satisfaction.
• Register patient details accurately in the Hospital Information System (HIS), CRM, or other designated platforms.
• Coordinate with clinical and non-clinical departments to facilitate timely patient services.
• Escalate patient complaints or critical issues to the appropriate department and ensure timely resolution.
• Conduct appointment reminders, feedback calls, and follow-up calls to improve patient engagement and satisfaction.
• Maintain confidentiality of patient information and comply with organizational policies and applicable healthcare regulations.
• Achieve service quality standards, productivity targets, and key performance metrics.
• Maintain accurate records of all interactions and update call logs in the system.
• Support patient experience initiatives and contribute to continuous process improvement.

Preferred candidate profile:

• Bachelor's degree in any discipline.
• Certification or training in customer service or healthcare administration is an added advantage.
• Minimum 1 year of experience in a call centre, customer service, patient support, or healthcare environment.
• Experience in hospitals, clinics, or healthcare service organizations is preferred.
• Excellent verbal and written communication skills in English and local language(s).
• Strong customer service orientation with a patient-centric approach.
• Good telephone etiquette and active listening skills.
• Ability to handle patient concerns with empathy, professionalism, and patience.
• Basic knowledge of healthcare services, medical terminology, and hospital operations is desirable.
• Proficiency in MS Office, CRM systems, and Hospital Information Systems (HIS) is preferred.
• Strong organizational and multitasking abilities.
• Ability to work in rotational shifts, weekends, and holidays.
• Good problem-solving and conflict resolution skills.
• High level of accuracy, confidentiality, and attention to detail.