Job Purpose The Telecalling Executive will be responsible for handling inbound and outbound calls, coordinating with patients/customers, generating leads, scheduling appointments and home healthcare services, and ensuring a positive customer experience.
Key Responsibilities
- Make outbound calls to patients/customers regarding healthcare services, appointments, follow-ups and enquiries.
- Handle inbound calls and provide accurate information about SIMS Hello Doctor services.
- Generate and follow up on leads received through calls, enquiries and other sources.
- Coordinate and schedule doctor consultations, home visits, nursing services, physiotherapy, laboratory services and other healthcare requirements.
- Follow up with patients regarding scheduled appointments and services.
- Maintain proper records of all calls, enquiries, leads and follow-ups in the designated system/ERP.
- Coordinate with doctors, nurses, physiotherapists, laboratory teams and operations teams for service requirements.
- Convert enquiries into confirmed appointments/services wherever applicable.
- Make reminder calls and follow up with patients after service completion when required.
- Escalate complaints, service issues and urgent patient requirements to the concerned team.
- Ensure qualified, courteous and empathetic communication with patients and their family members.
- Achieve assigned daily/monthly call, lead, conversion and follow-up targets.
- Maintain confidentiality of patient and customer information.
- Prepare daily/weekly call and lead status reports as required by the reporting manager.
Required Skills
- Excellent communication and telephone etiquette.
- Good listening and interpersonal skills.
- Ability to communicate effectively in English and Tamil.