VCC AYURVEDADuties & Responsibilities – Telecaller-cum-Receptionist

Department: Front Office / Patient Relations

Location: VCC Ayurveda & Medical Research

Reports To: Front Office Manager / Centre Head / Medical Director

1. Reception & Front Office Responsibilities

- Welcome patients and visitors warmly and professionally.
- Attend to patients at the reception desk and guide them regarding consultation, treatment procedures, therapies and hospital facilities.
- Maintain a courteous, calm and patient-friendly setting at the reception.
- Register new patients and update existing patient records accurately.
- Manage patient appointments, doctor consultations and therapy schedules.
- Coordinate with doctors, therapists and other departments to ensure smooth patient flow.
- Handle reception-related enquiries in person, by telephone and through WhatsApp.

1. Telecalling Responsibilities

- Make daily outbound calls to prospective patients, existing patients and follow-up patients.
- Respond promptly to enquiries received through telephone, website, WhatsApp, social media and other sources.
- Explain VCC Ayurveda's consultation, Kerala Panchakarma, Ayurvedic therapies, wellness programmes and other services clearly.
- Identify the patient's requirement and appropriately guide them to the concerned doctor or treatment department.
- Convert genuine enquiries into consultation and treatment appointments through professional communication.
- Follow up with patients who have made enquiries but have not yet visited the hospital.
- Call previous patients for follow-up, treatment review and re-consultation when required.
- Maintain a proper record of all calls, enquiries, follow-ups and appointment outcomes.

1. Patient Relationship Management

- Maintain a friendly and respectful relationship with patients and attendants.




- Ensure patients receive proper information regarding appointment timings, treatment schedules, preparation instructions and follow-up visits.
- Take feedback from patients regarding their experience and communicate important concerns to the management.
- Handle patient complaints politely and escalate unresolved issues to the concerned senior staff.
- Maintain confidentiality of patient information at all times.

1. Appointment & Treatment Coordination

- Schedule and confirm doctor consultations and therapy appointments.
- Send appointment reminders through telephone or WhatsApp.
- Coordinate admission and discharge-related front-office formalities where applicable.
- Ensure patients are informed about treatment timings and any necessary instructions.
- Coordinate with the therapy department to avoid unnecessary waiting time for patients.

1. Billing & Reception Records

- Prepare or coordinate consultation and therapy bills as per hospital procedures.
- Handle cash, card, UPI and other approved payment processes responsibly.
- Provide receipts to patients and maintain proper financial records.
- Ensure daily collection and billing records are accurately maintained.
- Immediately report any discrepancy in cash, billing or receipts to the authorised person.

1. Daily Reporting

- Maintain daily records of:
- New enquiries
- Outbound calls
- Follow-up calls
- Appointments booked
- Patients attended
- Cancelled/rescheduled appointments




- Treatment conversions
- Pending follow-ups
- Submit daily reports to the reporting manager within the prescribed time.
- Maintain accurate patient enquiry and follow-up data.

1. Professional Conduct

- Maintain punctuality, discipline, personal grooming and professional appearance.
- Wear the prescribed uniform/ID card, if applicable.
- Communicate with patients respectfully in English, Hindi and/or Malayalam as required.
- Never argue with patients or attendants.
- Do not make promises regarding treatment results, cure, recovery time or medical outcomes.
- Do not provide medical advice beyond the employee's authorised role.
- Maintain strict confidentiality regarding patient information and hospital matters.

1. Hospital Promotion & Patient Conversion

- Explain the unique features of VCC Ayurveda, including authentic Kerala Ayurveda treatments, experienced doctors, Panchakarma and hospital facilities.
- Inform prospective patients about available treatment programmes in a clear and ethical manner.
- Encourage patients to book a consultation with the doctor rather than attempting to diagnose or prescribe treatment over the phone.
- Follow up systematically with enquiries until the patient visits, declines or requests no further contact.
- Maintain a professional approach focused on patient service, trust and long-term patient relationships.

1. Other Responsibilities

- Assist management in patient camps, health programmes, promotional activities and special events.
- Assist in maintaining cleanliness and professional presentation of the reception area.
- Coordinate with ho

Pay: From ₹15,000.00 per month

Benefits

- Health insurance
- Leave encashment
- Paid sick time
- Paid time off

Work Location: In person

📌 Receptionist and telecaller (Noida)
🏢 VCC AYURVEDA AND MEDICAL RESEARCH
📍 Noida