:TELECALLER EXECUTIVE

Organization: Devanika Hospital & Research Center

Location: Tupudana, Ranchi, Jharkhand

Department: Front Office / Patient Relations / Marketing

Position: Telecaller Executive

Employment Type: Full-Time

1. Job Summary

Devanika Hospital & Research Center is looking for a Telecaller Executive to handle incoming and outgoing calls related to patient enquiries, appointments, follow-ups, hospital services and patient support. The candidate will be responsible for communicating professionally with patients and attendants, providing basic information about hospital services, scheduling appointments, conducting follow-up calls and maintaining accurate call records.

The ideal candidate should have excellent communication skills, a pleasant telephone manner, good follow-up ability and a patient-friendly approach.

1. Key ResponsibilitiesA. Inbound Calls

- Answer incoming calls from patients, attendants and visitors professionally.
- Understand the purpose of the call and provide appropriate information.
- Handle enquiries regarding doctors, OPD timings, appointments, hospital services and general procedures.
- Direct medical or specialized queries to the appropriate department or authorized staff.
- Transfer calls to the concerned department when required.
- Handle calls politely and efficiently while minimizing unnecessary waiting time.

B. Outbound Calls
- Make calls to patients for appointment confirmation and reminders.
- Conduct follow-up calls with patients as assigned.
- Contact patients regarding scheduled consultations, investigations or follow-up visits.
- Make patient feedback and satisfaction calls.
- Follow up with patients who have made enquiries but have not yet visited the hospital.
- Conduct promotional/service-related calls as instructed by management and within approved communication guidelines.

C. Appointment Coordination
- Schedule, confirm, reschedule or cancel appointments as per hospital procedures.
- Coordinate with doctors' schedules and concerned departments.
- Maintain accurate appointment information.
- Inform patients about appointment timings and relevant instructions provided by the hospital.
- Follow up on missed or cancelled appointments where required.

D. Patient Enquiry & Service Information Provide accurate basic information regarding:
- OPD services
- Doctor availability and consultation timings
- Diagnostic services
- Hospital departments




- Admission-related processes
- General hospital facilities
- Appointment procedures
- Contact details of relevant departments

Note: The Telecaller Executive must not provide medical advice, diagnosis or treatment recommendations. Clinical queries should be directed to qualified medical professionals.

1. Patient Follow-Up & Feedback

- Contact patients after consultation/procedure as per assigned follow-up process.
- Collect patient feedback regarding hospital services.
- Record complaints or concerns accurately.
- Forward complaints to the appropriate department or supervisor.
- Follow up on unresolved service-related issues as instructed.
- Maintain a courteous and empathetic approach during every interaction.

1. Call Records & Documentation

- Maintain accurate records of all inbound and outbound calls.
- Update patient/enquiry details in the hospital software, CRM or designated register.
- Record appointment status, follow-up requirements and call outcomes.
- Maintain daily call reports.
- Submit daily/weekly performance reports to the reporting manager.
- Ensure patient information is kept confidential.

1. Coordination with Hospital Departments

Coordinate with:
- Reception / Front Office
- Patient Relations
- OPD
- Nursing
- Doctors' Coordination Desk
- Diagnostics / Laboratory
- Billing
- Pharmacy
- Marketing
- Hospital Administration

Ensure that relevant information is communicated accurately and promptly.
1. Customer Service Responsibilities

- Maintain a polite, professional and patient-friendly tone.
- Listen carefully to patients and attendants.
- Understand their requirements before responding.
- Handle difficult or dissatisfied callers calmly.
- Escalate serious complaints or sensitive matters to the appropriate authority.
- Maintain professionalism even during high call volumes.

1. Required Qualification

Minimum Qualification:

- 10+2 / Graduate in any discipline.

Preferred:

- Graduate in any discipline with good communication skills.
- Candidates with experience in healthcare, hospitality,



customer service or telecalling will be preferred.

1. Experience

- 0–2 years of experience in telecalling, customer service, front office, healthcare or related fields.
- Freshers with good communication skills may also be considered.
- Prior hospital/healthcare telecalling experience will be an advantage.

1. Required Skills & Competencies

- Excellent verbal communication skills.
- Good command of Hindi and English.
- Knowledge of local/regional language will be an advantage.
- Pleasant telephone etiquette.
- Good listening and convincing skills.
- Solid follow-up ability.
- Basic computer knowledge.
- Ability to use MS Word, Excel and hospital/CRM software.
- Good data-entry and documentation skills.
- Patient and empathetic approach.
- Ability to handle multiple calls and tasks.
- Ability to work under targets and deadlines where applicable.

1. Key Performance Indicators (KPIs)

Performance may be evaluated on:
- Number of calls handled.
- Appointment conversion and scheduling accuracy.
- Appointment confirmation and follow-up completion.
- Patient enquiry response time.
- Accuracy of call records.
- Follow-up effectiveness.
- Patient feedback quality.
- Professionalism and call etiquette.
- Complaint handling and escalation.
- Overall contribution to patient engagement and hospital service coordination.

1. Working Requirements

- Full-time position.
- Shift duties may be applicable as per hospital requirements.
- Willingness to work on weekends/holidays as per duty roster.
- Comfortable working in a target-oriented and patient-facing environment.

1. Salary

Salary: Negotiable and commensurate with qualification, experience and suitability.

1. Candidate Profile

The ideal candidate should be confident, polite, well-spoken, patient and comfortable communicating with people over the telephone. The candidate should have a strong service orientation and be capable of converting enquiries into appointments through professional communication, while maintaining accuracy, confidentiality and the reputation of Devanika Hospital & Research Center.

1. Reporting To

Reports To: Patient Relations Manager / Front Office Manager / Hospital Administrator / Authorized Management Representative

Location:

Devanika Hospital & Research Center

Tupudana, Ranchi, Jharkhand

Pay: ₹8,000.00 - ₹12,000.00 per month

Work Location: In person

📌 Tele Caller Executive (Tupudana)
🏢 Devanika Hospital
📍 Tupudana