Walk-in | Call Center Executive

Max Healthcare; Gurugram District; On-site; INR 134,000 - 201,000; Full time

Job summary

Max Healthcare in Gurugram is seeking an Executive - Call Center to manage inbound and outbound calls, educate callers about Home Healthcare facilities, and route calls to the correct extensions.

The role involves handling emergencies, recording customer feedback, updating handover reports, and ensuring timely follow-ups. You will contribute to operational efficiency and patient satisfaction in a busy hospital-adjacent center.

Responsibilities

• Handle both inbound & outbound calls.
• Educate callers about facilities offered by Home Healthcare.
• Transfer incoming calls to correct extension.
• Proper diversion or handling of calls when the person is unavailable.
• Handle emergency codes (e.g., code blue, bomb threat).
• Enter customer feedback in complaint tracker.
• Daily update of equipment & Physio entries, GMC, SMC in handover.
• Update VIP list.
• Track staff deputed to Homecare Services.
• Manage calls on IVR.
• Coordinate patient requirements.
• Maintain daily census.
• Ensure call conversion.
• Address web queries.
• Prepare daily handover report to HOD.
• Prepare field reports.

Job description

Executive- Call Center

Core Responsibilities

• To handle both inbound & outbound calls
• To educate the people calling about the facilities offered by the Home Healthcare
• To transfer the incoming calls to the correct extension.
• Proper diversion or handling of calls in case the person is not available.
• To handle emergency codes e.g. code blue, bomb threat.
• Customer Feedback Entry in complaint Tracker.
• Daily update of equipment & Physio entries, GMC, SMC in Handover.
• VIP list Updating
• Tracking of staff deputed to Homecare Services
• Responsible for calls on IVR
• Coordination for patient requirement
• Responsible for Daily census
• Responsible for her call conversion
• Responsible for Web query
• Responsible for daily handover report to HOD
• Responsible for field Report