Role & responsibilities

Inbound Patient Queries

- Answer incoming calls promptly and courteously; respond to queries on doctors, departments, OPD timings, services, and hospital facilities.

- Schedule, reschedule, and cancel patient appointments accurately in the Hospital Information System (HIS).

- Share information on diagnostic tests, room categories, insurance/TPA tie-ups, and admission procedures.

Outbound Calls & Follow-ups

- Conduct post-consultation and post-discharge follow-up calls to check on patient well-being and gather feedback.

- Make appointment reminder calls, lab/diagnostic report follow-ups, and re-engagement calls to lapsed patients.

- Update CRM/HIS records with accurate call outcomes and next-action notes.

Sales & Package Promotion

- Educate patients on preventive health check-up packages, wellness programs, and seasonal campaigns.

- Convert inbound and outbound leads into confirmed bookings; meet daily/weekly conversion and call-volume targets.

- Cross-sell and up-sell relevant services in line with patient needs (no aggressive selling).

Complaint & Escalation Handling

- Listen actively to patient concerns, log complaints accurately, and resolve first-level issues with empathy.





- Escalate unresolved or sensitive complaints to the Team Lead or relevant department within defined TAT.

- Follow up with patients to confirm resolution and capture closure feedback.

Quality, Compliance & Reporting

- Adhere to call scripts, quality benchmarks, and patient-data confidentiality (HIPAA/Indian data-privacy norms).

- Maintain accurate daily logs of calls handled, conversions, and complaints.

- Participate in training, refreshers, and quality-assurance reviews.

Preferred candidate profile

- Excellent verbal communication in Hindi and English (additional regional languages a plus).

- Robust listening skills, empathy, and patience comfortable speaking with patients of all ages.

- Basic computer proficiency: MS Office, email, CRM/HIS data entry, multi-tab navigation.

- Clear voice, neutral accent, and a polite, customer-first tone.

- Ability to multitask, work under pressure, and meet daily targets.

- Team player with willingness to learn and accept feedback.

Send your updated CV to [email protected] with the subject line: Application Call Center Executive.

📌 Walk-in || Call Center Executive (New Delhi)
🏢 Moolchand
📍 New Delhi