Key Responsibilities:A. Patient Communication & Call Handling

- Answer incoming calls promptly and professionally using the hospital’s approved greeting script.
- Provide accurate information about hospital services, doctors’ availability, consultation timings, and locations.
- Handle appointment scheduling, rescheduling, and cancellations using the hospital management software (HMS/EMR).
- Ensure all patient queries are addressed or appropriately redirected to concerned departments.
- Make outbound calls for appointment confirmations, follow-ups, feedback collection, and reminders for reviews or investigations.
- Maintain confidentiality and sensitivity while handling patient data and medical information.

B. Appointment Management

- Coordinate with OPD reception and consultants to ensure accurate appointment slots and minimal waiting times.
- Update the appointment register and software daily with new bookings, reschedules, and cancellations.
- Ensure SMS/WhatsApp reminders are sent to patients a day prior to their appointments.
- Monitor doctor schedules and inform patients promptly of any changes or delays.

C. Feedback & Patient Relationship Management

- Collect patient feedback post-consultation or discharge via phone or digital forms.




- Record and escalate complaints to the Quality or Patient Experience team for timely resolution.
- Maintain a positive and empathetic attitude toward patients at all times to enhance patient satisfaction.

D. Coordination with Other Departments

- Liaise with OPD, Marketing, Optical, Pharmacy, and Diagnostic departments to ensure seamless communication.
- Inform the Nursing and Doctor teams about emergency calls or urgent appointment requests.
- Support the Marketing team during promotional campaigns (e.g., free eye check-up camps, LASIK offers) by making outreach calls.

E. Record Keeping & Reporting

- Maintain accurate call logs, daily MIS reports, and appointment statistics.
- Report daily call volume, missed calls, conversion ratios, and feedback summaries to the Front Office Manager.
- Update and verify patient contact information and maintain records as per NABH standards.

Job Type: Full time

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

- Provident Fund

Education:

- Bachelor's (Required)

Experience:

- Technical support: 1 year (Preferred)
- tele sales: 1 year (Preferred)
- total work: 2 years (Required)

Language:

- Hindi (Preferred)

Work Location: In person

📌 Call Centre executive - Eye Hospital (India)
🏢 Vision Plus Eye Centre
📍 India