Handle incoming calls from patients, attendants, doctors, insurance/TPA representatives, and other stakeholders.
Provide accurate information regarding:
Doctor availability
OPD timings
Appointments
Hospital departments
Services and specialties
Health packages and camps
Admission and discharge-related information
Emergency services
Schedule, confirm, reschedule, and cancel doctor appointments as required.
Make outbound calls for:
Appointment confirmation
Patient follow-up
Lead follow-up
Health package promotion
Feedback collection
Missed-call follow-up
Generate and manage patient leads received through calls, website, social media, Google, and other digital platforms.
Ensure every enquiry is properly recorded in the CRM/HIMS/call register.
Follow up with patients to improve appointment conversion and patient visit rates.
Transfer calls to the appropriate department or staff member when required.
Handle patient queries professionally and escalate complaints to the concerned department.
Maintain patient confidentiality and follow hospital privacy policies.




Coordinate with Front Office, Billing, TPA, Marketing, Doctors, Nursing, and Operations teams.
Maintain daily call records and submit daily/weekly/monthly MIS reports.
Track pending patient enquiries and ensure timely follow-up.
Collect patient feedback and communicate recurring issues to the reporting manager.
Follow approved call scripts and hospital communication standards.
Maintain skilled and polite communication at all times.

Key Performance Indicators (KPIs)
Number of calls handled
Inbound call response rate
Outbound calls completed
Patient leads generated
Appointment conversion rate
Follow-up completion rate
Missed-call follow-up
Patient satisfaction
Call quality and communication
Data/CRM accuracy
Complaint resolution and escalation
Daily productivity

3–5 years of experience in a hospital, healthcare call centre,

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Call Center Executive Tilak Nagar
🏢 Aastha Hospital
📍 Tilak Nagar