Walk-in | Customer Care Executive

Yashoda Hospitals; Hyderabad; On-site; INR 240,000 - 360,000; Full time

Job summary

Yashoda Hospitals in Hyderabad, India, is seeking a hospital communications professional to handle telecommunication with patients and attendants, answer queries about services, appointments, and visiting hours, and transfer calls to the appropriate departments and staff.

The role requires coordinating with multiple departments, managing emergency calls, and ensuring confidentiality and adherence to hospital standards.

Responsibilities

• Handle incoming and outgoing telephone calls professionally and courteously.
• Answer patient and attendant queries regarding hospital services, departments, doctor availability, appointment procedures, and visiting hours.
• Transfer calls to the appropriate departments, doctors, and hospital personnel.
• Coordinate with various departments to ensure timely communication and resolution of queries.
• Manage emergency calls and promptly connect them to the concerned medical or emergency response teams as per hospital protocols.
• Make announcements and overhead paging as required, following hospital guidelines.
• Maintain accurate records of calls, messages, escalations, and communication-related activities.
• Support appointment-related enquiries and direct callers to the appropriate booking channels.
• Handle patient complaints and concerns politely and escape unresolved issues to the concerned supervisor.
• Ensure confidentiality of patient information and compliance with hospital policies.
• Monitor communication equipment and report technical issues to the concerned team.
• Follow prescribed communication standards, response time targets, and service quality guidelines.
• Support coordination during emergencies, code calls, and other critical hospital situations as per established protocols.

Job description

• Handle incoming and outgoing telephone calls professionally and courteously.
• Answer patient and attendant queries regarding hospital services, departments, doctor availability, appointment procedures, and visiting hours.
• Transfer calls to the appropriate departments, doctors, and hospital personnel.
• Coordinate with various departments to ensure timely communication and resolution of queries.
• Manage emergency calls and promptly connect them to the concerned medical or emergency response teams as per hospital protocols.
• Make announcements and overhead paging as required, following hospital guidelines.
• Maintain accurate records of calls, messages, escalations, and communication-related activities.
• Support appointment-related enquiries and direct callers to the appropriate booking channels.
• Handle patient complaints and concerns politely and escape unresolved issues to the concerned supervisor.
• Ensure confidentiality of patient information and compliance with hospital policies.
• Monitor communication equipment and report technical issues to the concerned team.
• Follow prescribed communication standards, response time targets, and service quality guidelines.
• Support coordination during emergencies, code calls, and other critical hospital situations as per established protocols.