Executive - Patient Care Services (OPD/ IPD/ Call Centre)

Job Title: Executive (Call Centre)

Department: Patient Care Services

Industry Preference: Healthcare (Preferred)

Location: Dwarka, New Delhi

Employment Type: Full-time

Role & responsibilities:

• Handle inbound and outbound calls professionally, courteously, and efficiently.
• Assist patients with appointment scheduling, rescheduling, cancellations, and follow-up coordination.
• Provide accurate information regarding hospital services, doctors' availability, departments, health packages, and operational hours.
• Respond to patient queries, concerns, and service requests while ensuring high levels of customer satisfaction.
• Register patient details accurately in the Hospital Information System (HIS), CRM, or other designated platforms.
• Coordinate with clinical and non-clinical departments to facilitate timely patient services.
• Escalate patient complaints or critical issues to the appropriate department and ensure timely resolution.
• Conduct appointment reminders, feedback calls, and follow-up calls to improve patient engagement and satisfaction.
• Maintain confidentiality of patient information and comply with organizational policies and applicable healthcare regulations.
• Achieve service quality standards, productivity targets, and key performance metrics.
• Maintain accurate records of all interactions and update call logs in the system.
• Support patient experience initiatives and contribute to continuous process improvement.

• Bachelor's degree in any discipline.
• Certification or training in customer service or healthcare administration is an added advantage.
• Minimum 1 year of experience in a call centre, customer service, patient support, or healthcare environment.
• Experience in hospitals, clinics, or healthcare service organizations is preferred.
• Excellent verbal and written communication skills in English and local language(s).
• Strong customer service orientation with a patient-centric approach.
• Good telephone etiquette and active listening skills.
• Ability to handle patient concerns with empathy, professionalism, and patience.
• Basic knowledge of healthcare services, medical terminology, and hospital operations is desirable.
• Proficiency in MS Office, CRM systems, and Hospital Information Systems (HIS) is preferred.
• Strong organizational and multitasking abilities.
• Ability to work in rotational shifts, weekends, and holidays.
• Good problem-solving and conflict resolution skills.
• High level of accuracy, confidentiality, and attention to detail.