Call Center Executive

You will be the first point of contact for our patients, providing them with exceptional customer service and support. Ensuring calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the patient.

Answering incoming calls, managing multiple lines simultaneously, and helping patients with various tasks such as scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel.

• Managing the Patient Experience
• Responsible for maintaining excellent telephone etiquette and professionalism while attending to patient calls
• Maintaining departmental KPIs
• Liaising with the supervisor and the HOD to improve KPIs and overall patient experience
• Responsible for attending to all incoming patient calls promptly, without delay
• Ensuring call backs are completed in a timely manner
• Maintaining clarity in communication and a pleasant tone of voice at all times
• Well versed with contact center processes of call hold, call transfer, message receipt, and call back as per specified guidelines
• Assisting patients in the best possible way and creating a good impression
• Maintaining a good average handling time while ensuring that callers are satisfied and attended to
• Responsible for booking appointments and clarifying enquiries related to hospital services
• Collecting and maintaining feedback regarding services, communicating effectively with the concerned department, and handling complaints received from patients
• Handling difficult patients with calmness in a professional manner and escalating to the concerned department when needed
• Multitasking and managing call volumes as per the call process flow
• Promoting the services of the hospital to patients
• Following the duty schedule as assigned by the team leader/supervisor, which includes different shift timings as per the need of the department
• Strictly adhering to NMC’s regulations and policies, especially those related to infection control, patient safety, and JCI
• Supporting Continuous Quality Improvement and participating in all quality assurance activities of the service
• Participating in scheduled in‑house training programs
• Exercising effective interpersonal skills in dealings with department staff, colleagues, and management
• Maintaining patient and staff confidentiality
• Demonstrating the ability to listen to others and promote effective communication
• Managing appointment processes, including no‑shows, confirmations, cancellations, and rescheduling
• Creating and updating doctors’ calendars and notes
• Maintaining duty changes as per the unit protocol

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