Call Centre Executive

Call Centre Executive

Job Description

A Call Centre Executive at the hospital is responsible for delivering professional and courteous service to patients over the phone, managing appointments and inquiries, and maintaining high standards of operational efficiency and compliance.

• Maintain excellent telephone etiquette and professionalism while handling patient calls.
• Maintain departmental KPIs and liaise with supervisors and heads of departments to improve KPI performance and patient experience.
• Attend to all incoming patient calls promptly and without delay.
• Ensure callbacks are completed in a timely manner.
• Maintain clarity in communication and maintain a pleasant tone of voice at all times.
• Be well-versed with contact center processes: call hold, call transfer, message receipt, and callbacks as per specified guidelines.
• Assist patients in the best way possible and create a good impression.
• Maintain a good average handling time while ensuring callers are satisfied and attended to.
• Book appointments and clarify enquiries related to hospital services.
• Collect and maintain feedback regarding services, and communicate effectively with the concerned department regarding any complaints received from patients.
• Handle difficult patients calmly and professionally, escalating to the concerned department when needed.
• Multitask and manage call volumes as per the call process flow.
• Promote hospital services to patients.
• Follow the duty schedule assigned by the team leader/supervisor, which includes different shift timings as per departmental needs.
• Strictly adhere to NMC’s regulations and policies, especially those related to infection control, patient safety, and JCI.
• Support continuous quality improvement and participate in all quality assurance activities of the service.
• Participate in in-house training programs.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.
• Maintain patient and staff confidentiality.
• Demonstrate the ability to listen to others and promote effective communication.
• Manage appointments, including no shows, confirmations, cancellations, and rescheduling.
• Create and update doctors’ calendars and maintain doctors’ notes.
• Implement duty changes as per unit protocol.

• Minimum 1 year experience as a contact center agent in a patient-focused environment and operation of a multi-line switchboard system.