JOB DESCRIPTION – CALL CENTER MANAGER

Department: Call Centre / Patient Experience
Designation: Call Center Manager
Industry: Healthcare / Hospital
Location: [Madurai]
Reporting To: Head – Operations / General Manager – Operations
Team Size: Call Center Executives / Team Leaders / Appointment Desk Executives

1. Job Purpose

The Call Center Manager will be responsible for managing the overall operations of the hospital call center and ensuring timely, accurate, qualified, and patient-focused communication. The role will oversee inbound and outbound calls, appointment bookings, patient enquiries, follow-ups, lead conversion, complaint resolution, team performance, and coordination with hospital departments.

The objective is to improve patient experience, appointment conversion, call quality, response time, and overall operational efficiency.

2. Key ResponsibilitiesA. Call Center Operations
- Manage the day-to-day operations of the hospital call center.
- Supervise inbound and outbound call activities and ensure uninterrupted service.




- Ensure calls are answered within defined service levels and minimize missed/abandoned calls.
- Develop and maintain call handling procedures, scripts, escalation protocols, and SOPs.
- Ensure proper allocation of calls among team members based on workload and priority.
- Monitor peak-hour call volumes and ensure adequate manpower availability.
- Coordinate with IT/HMS/telephony vendors for technical issues affecting call center operations.

B. Appointment Management
- Oversee appointment booking, rescheduling, cancellation, and confirmation processes.
- Coordinate with OPD, doctors, diagnostics, admissions, and other departments for appointment availability.
- Ensure accurate communication regarding doctor availability, consultation timings, departments, services, and hospital facilities.
- Monitor appointment conversion from enquiries to confirmed visits.
- Track missed appointments and ensure appropriate follow-up calls.
- Deve

📌 Call Center Manager (Madurai)
🏢 Rio Hospital for Women and Children
📍 Madurai