Job Description

Key Responsibilities:

Lead, supervise, and motivate a team of call centre agents handling inbound and outbound calls related to appointments, patient inquiries, billing, feedback, and follow-ups. Monitor call quality, response time, and service levels to ensure performance targets (KPIs) are met. Ensure the team provides accurate information about doctors' availability, specialties, services, OPD schedules, health packages, and hospital procedures. Handle escalation calls from dissatisfied patients or complex queries requiring senior intervention. Provide regular coaching, feedback, and training to team members to enhance service quality and patient communication skills. Manage daily scheduling, shift rosters, and ensure adequate coverage during peak hours. Collaborate with hospital departments (OPD, diagnostics, billing, etc.) to ensure seamless information flow. Prepare daily/weekly/monthly MIS reports on call volumes, resolution rates, TATs, and patient satisfaction scores. Monitor and report patient feedback or complaints for service improvement. Assist in recruitment and onboarding of new call centre staff.

Required Skills and Qualifications:

Graduate in any discipline; preference for degrees in Healthcare Administration, Business, or Communication. 3-6 years of experience in a hospital or healthcare call centre, with at least 1-2 years in a team leader/supervisory role. Strong knowledge of hospital services, appointment systems, and medical terminology. Excellent communication (verbal and written) and interpersonal skills. Proficient in MS Office (especially Excel for reporting), and experience with CRM or HIS software. Ability to work under pressure in a fast-paced environment. Good leadership and conflict-resolution skills.
Interested Candidates Share CV hr.tncorp2@maxivision.in

Job Type: Full-time

Benefits:

Provident Fund
Work Location: In person