Role & responsibilities

Job Summary

The Call Center Executive serves as the first point of contact for patients and their families, ensuring prompt, courteous, and accurate assistance over phone and digital communication channels. The role is responsible for appointment scheduling, handling patient inquiries, maintaining CRM records, coordinating with hospital departments, and delivering an exceptional patient experience.

Key Responsibilities
Handle inbound and outbound calls professionally and courteously.
Schedule, confirm, reschedule, and cancel appointments for OPD and diagnostic services.
Provide accurate information regarding doctors' availability, specialties, hospital services, health check-up packages, and treatment facilities.
Respond to patient queries, complaints, and service requests while ensuring timely resolution or escalation.




Maintain accurate records of all patient interactions in the Hospital Management System (HMS) or CRM.
Follow up with patients for appointment reminders, health check-ups, investigations, and feedback collection.
Coordinate with OPD, IPD, Diagnostic, Billing, Insurance, and other departments for seamless patient service.
Convert inquiry calls into confirmed appointments wherever applicable.
Ensure compliance with hospital policies, patient confidentiality, and data privacy standards.
Achieve daily productivity, quality, and patient satisfaction targets.

Preferred candidate profile

Qualifications
Graduate in any discipline (preferred).
Certification in Customer Service or Call Center Operations is an added advantage.

📌 Call Center Executive Gujarat
🏢 Shalby Hospitals
📍 Gujarat