Call Center Executive

Role Overview

First point of contact for our patients, providing exceptional customer service and support. You will ensure all calls to and from the hospital are attended promptly, politely, and to the complete satisfaction of the patient. This includes answering incoming calls, managing multiple lines simultaneously, and assisting patients with scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to the appropriate healthcare personnel.

• Maintain excellent telephone etiquette and professionalism while attending patient calls.
• Ensure calls are handled promptly and with a clear, pleasant tone of voice.
• Manage call volumes and multitask according to the call process flow.
• Maintain departmental KPIs and liaise with supervisor and HOD to improve performance and patient experience.
• Ensure timely completion of call‑backs.
• Be well‑versed with contact center processes: call hold, call transfer, message receipt, and call back as per guidelines.
• Create a positive impression for patients and maintain good average handling time.
• Book appointments and clarify enquiries related to hospital services.
• Collect and maintain feedback on services and communicate complaints to the relevant departments.
• Handle difficult patients calmly and professionally, escalating when necessary.
• Promote hospital services to patients.
• Follow the duty schedule assigned by team leader or supervisor, including varying shift timings.
• Adhere to NMC regulations and policies related to infection control and patient safety.
• Support continuous quality improvement and participate in quality assurance activities.
• Participate in scheduled in‑house training programs.
• Exercise effective interpersonal skills with staff, colleagues, and management.
• Maintain patient and staff confidentiality.
• Listen and promote effective communication.
• Manage appointments: no‑shows, confirmations, cancellations, and rescheduling.
• Create and update doctors’ calendar, maintaining doctors’ notes.
• Follow duty change procedures 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.