A.

Incoming Call

Management

1. Attend all incoming calls promptly and professionally.

2. Greet callers courteously and identify the purpose of the call.

3. Provide accurate information regarding hospital departments, services, consultants, OPD timings, diagnostic services and other approved information.

4. Transfer calls to the concerned department / extension without unnecessary delay.

5. Handle multiple calls efficiently during peak hours.

6. Ensure that important calls are appropriately escalated to the concerned person / department.

B.

Hospital

Enquiry &

- Assistance

1. Handle general enquiries received through the hospital telephone line.

2. Provide information strictly as per the approved hospital communication protocol.

3. Assist patients and attendants in connecting with:

- OPD / Appointment Desk

- Emergency Department

- Billing / Insurance

- Diagnostics

- Pharmacy

- Nursing Stations

- Medical Records

- Administration / HR

- Ambulance Services

- Other concerned departments

1. Coordinate with concerned departments where information is not readily available.

2. Avoid giving any unauthorised clinical, medical or financial advice to callers.

C. Emergency &

- Priority Calls

1. Give immediate priority to emergency-related calls.

2. Connect emergency calls promptly to the Emergency Department / concerned medical team.

3. Escalate critical calls as per the hospital's emergency communication protocol.

4. Maintain calm and professional communication during emergency situations.

5. Ensure that emergency contact numbers and escalation lists are updated and readily available.

D.

Internal Call

Handling

1. Manage calls between hospital departments and extensions.

2. Assist employees and doctors in connecting with relevant departments.

3. Maintain updated extension lists and contact directories.

4.



Coordinate with departments for changes in extension numbers or contact details.

5. Report telephone system faults to the concerned IT / maintenance team.

E. Appointment &

- Patient Support

1. Direct patients to the appropriate appointment / registration channel.

2. Provide approved information regarding consultant availability and OPD timings.

3. Assist callers in reaching the Appointment Desk for booking, cancellation or rescheduling.

4. Ensure that no incorrect commitment regarding doctor availability, treatment, admission or bed availability is made.

F. Call Records &

- Reporting

1. Maintain call-related records wherever required by hospital policy.

2. Record important messages accurately and communicate them to the concerned person.

3. Maintain records of complaints / escalated calls, wherever applicable.

4. Report recurring call-related issues to the Call Centre In-charge.

5. Prepare daily / monthly call statistics, if assigned.

G. Communication &

- Customer Service

1. Maintain a polite, professional and patient-centric approach while handling callers.

2. Handle difficult, dissatisfied or aggressive callers calmly.

3. Escalate complaints to the appropriate authority instead of engaging in arguments.

4. Maintain qualified telephone etiquette at all times.

5. Ensure clear pronunciation, appropriate language and effective communication.

H. Confidentiality &

- Compliance

1. Maintain confidentiality of patient, employee and hospital information.

2. Do not disclose patient information, medical information, internal contact details or other confidential information to unauthorised persons.

3. Follow hospital policies, SOPs and applicable NABH requirements.

4. Ensure that only authorised information is communicated over the telephone.

5. Immediately report any suspected breach of confidentiality or information-security incident.

📌 Telephone Operator (Mumbai)
🏢 Shalby Hospitals
📍 Mumbai