– Hospital Telecaller

Position: Telecaller – Hospital Call Centre

Department: Patient Support / Contact Centre

Location: Hospital Premises

Employment Type: Full-Time

Experience: 0–2 years in telecalling, customer service, healthcare support, or a similar role

About the Role

We are looking for a Telecaller to handle patient and attendant communication on behalf of the hospital. The role involves managing inbound and outbound calls, assisting patients with basic hospital-related information, scheduling appointments, conducting follow-ups, and ensuring a smooth patient experience.

Key Responsibilities

1. Inbound Calling

- Answer incoming calls from patients and attendants professionally.
- Provide accurate information regarding OPD timings, doctors, departments, services, and hospital facilities.
- Assist patients with appointment-related queries.
- Handle complaints and queries politely and escalate issues to the concerned department when required.
- Record all relevant patient interactions in the hospital system/CRM.

2. Outbound Calling

- Make appointment confirmation and reminder calls.
- Conduct follow-up calls with patients after consultations, procedures, or discharge as instructed.
- Contact patients regarding health packages, investigations, health camps, or hospital campaigns.
- Follow up on leads generated through the hospital website, social media, campaigns, or other sources.
- Conduct feedback calls to understand the patient's experience.

3. Patient Support

- Guide patients regarding the appropriate hospital department or service.
- Coordinate with concerned hospital teams for unresolved patient queries.
- Maintain a polite, empathetic,



and professional approach while interacting with patients and attendants.
- Ensure patient information and conversations are handled with confidentiality.

4. Data & Reporting

- Maintain accurate call records and patient information.
- Update appointment, follow-up, lead, and feedback details in the CRM/HIS.
- Achieve assigned daily/monthly calling and follow-up targets.
- Share required reports with the Team Leader.
- Ensure proper documentation of missed calls, callbacks, complaints, and escalations.

Skills Required
- Good verbal communication skills in Hindi and English.
- Pleasant, patient, and qualified telephone etiquette.
- Basic computer and MS Excel knowledge.
- Ability to understand and communicate basic hospital-related information.
- Good listening and problem-solving skills.
- Ability to handle difficult or emotional patients calmly.
- Comfortable working in shifts, including rotational shifts if required.
- Ability to work with targets and follow defined processes.

Preferred Qualifications
- Graduate preferred; candidates with relevant experience may also be considered.
- Prior experience in a hospital, healthcare BPO, call centre, clinic, or customer support role will be an advantage.

Key Performance Indicators (KPIs)
- Number of calls handled.
- Appointment conversions/bookings.
- Appointment confirmation and follow-up completion.
- Lead follow-up and conversion.
- Patient feedback completion.
- Call quality and communication standards.
- Data accuracy and CRM/HIS updates.
- Response time and adherence to assigned schedules.

Pay: ₹13,000.00 - ₹16,000.00 per month

Work Location: In person

📌 Tele Calling Executive (Jaipur)
🏢 Verve Assistance
📍 Jaipur