Designation: Customer Care Officer
Qualification : Any Graduate.
Exp: 0 to 3.
Location : Andheri East
Rotational Shift

JOB REQUIREMENT (SKILLS):
- Accountable and resilient
- Commitment to delivering a high level of customer service
- Ability to work under pressure
- Flexibility to respond to variety of emergency situations
- Ability to work as a part of the team
- Able to work accurately with an eye for detail

JOB PURPOSE:
Ensures smooth functioning of the Call Centre department to the satisfaction of the customers

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:
- Receiving inbound calls and giving appointments as per patient’s request
- Rescheduling of the appointments
- Counseling patients - understanding their needs/medical requirements and directing them to the appropriate doctor
- Transferring calls (Accounts, HR, Finance, etc)
- Transferring calls to clinical department (cluster secretaries): if the destination is busy, patient’s details (name, number, etc)



are noted by the call centre staff and the same is forwarded to the secretaries who call them back and finalize the appointment
- Overbooking of appointments as per the doctor & the number of over booking slots available
- OPD scheduling and blocking
- Reverting the abandoned calls at defined time intervals
- Maintenance of the registration forms and as per the UHID number
- Maintaining excel sheets for: Total number of calls received/dialed/transferred by each CCO/OPD changes,
- OPD appointments status of doctors, voice mail details, SMS details, abandoned calls details, Attendance
- details (punch in and punch out times of each CCO), List of doctors on leave
- Monthly MIS generation and other miscellaneous activities

Perks:
- Health insurance
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Service Officer (Andheri)
🏢 Mandke Hospital Support Services
📍 Andheri