The Customer Support Executive would be responsible for handling inbound and outbound calls to assist patients, attendants, and other stakeholders with hospital-related inquiries. The role ensures efficient communication, appointment scheduling, and issue resolution while maintaining a high level of patient satisfaction and professionalism.
Key Responsibilities:
1. Call Handling
Answer incoming calls promptly and professionally.
Provide accurate information about hospital services, doctors, departments, timings, and procedures.
Make outbound calls for appointment reminders, follow-ups, patient feedback, and promotional health packages.
Handle emergency calls and route them to the concerned department as per hospital protocol.
2. Appointment Management
Schedule, reschedule, and confirm patient appointments using the hospital management system (HMS).
Coordinate with doctors' offices, diagnostic departments, and front office staff to ensure smooth scheduling.
Inform patients about pre-consultation or pre-test requirements.
3. Query Resolution & Customer Service
Respond to patient queries regarding reports, billing, insurance, and other services.
Address complaints or concerns courteously and escalate unresolved issues to the supervisor.
Ensure patient satisfaction through empathetic and efficient communication.
4. Data Entry & Documentation
Maintain accurate call logs and update patient details in the HMS software.
Record feedback and complaints as per hospital policy.
Generate and share daily/weekly call reports with management.
5. Service Quality & Teamwork
Follow standard scripts and service quality guidelines.
Participate in training sessions to improve communication and technical skills.
Collaborate with hospital departments to ensure timely responses to patient needs.
Required Skills & Qualifications:
Education:
Graduate in any discipline or a related field
Experience:
1+ years of experience in hospital/healthcare call centre, or customer service role.
Soft Skills:
- Excellent verbal communication skills in English and local language(s).
- Good listening and problem-solving abilities.
- Pleasant and empathetic phone manner.
- Ability to handle high call volumes and remain calm under pressure.
- Proficiency in MS Office and hospital management/call centre software (e.g., CRM systems).
- Team player with a strong sense of responsibility and professionalism
To Apply: Send your CV to hr@jeevandanhealth.org
Job Types: Full-time, Permanent
Pay: Up to ₹250,000.00 per year
Benefits:
Cell phone reimbursement
Health insurance
Paid sick time
Paid time off
Provident Fund
Work Location: In person
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