Job Description

Job Title:

Telephone Operator

Department:

Customer Services

Reporting To:

PRO

Job Purpose

To manage incoming and outgoing telephone calls efficiently, provide accurate information, and ensure smooth communication between patients, visitors, doctors, and hospital departments while maintaining confidentiality and professionalism.

Key Responsibilities:

Call Handling & Communication

Attend incoming and outgoing calls promptly and courteously Direct calls to concerned departments, doctors, or staff accurately Provide basic hospital information (OPD timings, departments, doctor availability, location guidance, etc.) Handle emergency calls by immediately alerting concerned departments as per protocol

Patient & Visitor Support

Respond politely to patient and visitor queries over the phone Guide callers regarding appointments, admissions, billing counters, and services Handle complaints or escalations by transferring calls to appropriate authorities

Coordination & Information Management

Maintain updated contact lists of doctors, departments, and emergency numbers Record important messages and ensure timely delivery to concerned staff Coordinate with security, nursing stations, emergency department, and administration

Documentation & Records

Maintain call logs for important or emergency calls Note and forward critical information accurately without delay

Confidentiality & Compliance

Maintain strict confidentiality of patient and hospital information Follow hospital policies, communication protocols, and data privacy guidelines

General Duties

Ensure telephone systems are functioning properly and report faults immediately Support front office operations as and when required Perform any other duties assigned by the management related to communication services

Skills & Competencies

Clear and pleasant communication skills Ability to remain calm under pressure, especially during emergencies Good listening and interpersonal skills Basic computer knowledge (if hospital uses digital call logging systems) Multilingual ability preferred (local language, Hindi, English)

Qualification & Experience

Minimum: 10+2 (Higher Secondary) Experience in hospital or service industry preferred Freshers with good communication skills may be considered

Working Conditions

Shift duties (including night shifts, weekends, and holidays) Fast-paced healthcare environment
Job Types: Full-time, Permanent

Pay: ?10,000.00 - ?20,000.00 per month

Benefits:

Flexible schedule Food provided Leave encashment Paid sick time Paid time off Provident Fund
Work Location: In person