The Telecaller is responsible for managing all telephonic communication for the hospital. This includes handling a high volume of inbound and outbound calls to provide information, schedule appointments, address patient inquiries, and ensure a seamless and positive experience for all callers. The ideal candidate must possess excellent communication skills, a patient and empathetic demeanor, and a strong understanding of customer service principles within a healthcare context.
Key Responsibilities:
Patient Communication
: Handle inbound calls from new and existing patients, providing accurate information about hospital services, departments, and medical procedures.
Appointment Management:
Schedule, confirm, and reschedule patient appointments with doctors and specialists, ensuring accuracy and efficiency.
Outbound Calls
: Make follow-up calls to patients regarding appointment reminders, feedback, and post-discharge inquiries.
Inquiry Resolution
: Address patient and visitor queries and concerns promptly and professionally, escalating complex issues to the appropriate department or personnel.
Data Management
: Maintain and update patient records in the hospital's CRM or patient management system with accurate details of conversations and transactions.
Information Dissemination
: Provide clear and concise information about hospital policies, visiting hours, billing, and insurance procedures.
Lead Generation
: In some cases, make outbound calls to potential patients or clients to promote hospital services, health check-up packages, or promotional offers.
Confidentiality
: Adhere to all healthcare policies and regulations, ensuring patient confidentiality and data privacy at all times.
Qualifications:
*Degree, diploma or equivalent; additional education in a related field is a plus.
Proven experience as a telecaller, customer service representative, or in a similar role, preferably within the healthcare or hospitality industry.
Fluency in the local language(s) and excellent command of English (both verbal and written).
Required Skills
:
Exceptional Communication
: Clear, professional, and empathetic communication skills over the phone.
Active Listening
: The ability to listen attentively to patient concerns and understand their needs.
Patience and Empathy
: A compassionate and patient-centered approach to handle a diverse range of callers, including those who may be distressed or in pain.
Problem-Solving
: The ability to think on your feet and resolve issues efficiently.
Attention to Detail
: Meticulous record-keeping and a high degree of accuracy in scheduling and data entry.
Technical Proficiency
: Familiarity with CRM software, telephone systems, and basic computer applications.
Product/Service Knowledge
: A quick learner who can rapidly gain an in-depth understanding of the hospital's services, departments, and medical terminology.
Stress Management
: The ability to remain calm and composed while handling a high volume of calls and difficult situations.How to Apply:*
Send your resume and a cover letter to hr@microcareenthospitals.com.
Job Types: Full-time, Permanent, Fresher
Pay: ?206,993.95 - ?1,506,655.74 per year
Work Location: In person
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