Job Description

: Telecaller / Patient Relationship Executive

Key Responsibilities:

Monitor Daily Operations:

Review the Outpatient Department (OPD) schedule of all doctors every day to stay updated on their availability and appointments.

Weekly Planning:

Check for upcoming promotional offers, marketing events, and television interviews for the next seven days to ensure proper coordination and awareness.

Lead Prioritization (POP):

Give top priority to incoming POP leads. These inquiries must be attended to immediately and responded to within 60 minutes.

Calling Targets:

Make a minimum of 400 calls per day with a total talk time of at least 4 hours.

Pending and Scheduled Calls:

Begin with pending follow-ups and calls for patients who have already scheduled online consultations or direct hospital visits.

Patient Data Collection:

When a call is connected, gather complete patient details and update them in the BI system. Ensure the following key information is recorded accurately:

Full name

Date of birth (for both husband and wife, if applicable)

Marriage date

City

Alternate contact number

Source of information (how the patient learned about the hospital)

Appointment Management:

Once the appointment is confirmed, record it in the HMS system and provide the patient with the correct date, time, and hospital location.

Confirmation Calls:

The backend calling team must contact patients twice --

A day before the appointment (between 10 AM - 12 PM)

On the same day (between 9 AM - 10 AM)

If the call is not connected, make at least four follow-up attempts at different times using alternate numbers.

Communication and Follow-Up:

After confirming the appointment, share the hospital's address and location via WhatsApp. If the patient doesn't use WhatsApp, send the same details through SMS.

Additionally, share related informational video links to help the patient understand the services better.

Call Scheduling:

Calls can be auto-scheduled, but certain follow-ups may require manual scheduling after getting verbal confirmation from the patient.

Patient Interaction:

Always engage with empathy -- listen carefully to the patient's concerns, understand their needs, and guide them toward suitable solutions. Avoid pushing them directly for in-person visits.

Post-Call Updates:

After each call, complete the Telecalling Form in BI by filling in all required fields:

Calling Status

Important Status

Notes / Comments

Patient Impression (Patient Seems)

Locality

Job Types: Full-time, Permanent

Pay: Up to ₹30,000.00 per month

Benefits:

Cell phone reimbursement Health insurance Provident Fund
Work Location: In person