Role & responsibilities
Oversee the day-to-day operations of the hospital call centre, ensuring high-quality patient support and service delivery.
Manage inbound and outbound calls related to appointments, patient inquiries, follow-ups, health check-up packages, and service requests.
Develop and monitor key performance indicators (KPIs) such as call response time, appointment conversion, patient satisfaction, abandoned call rate, and first-call resolution.
Recruit, train, mentor, and evaluate call centre executives and supervisors to maintain a high-performing team.
Ensure accurate scheduling of doctor appointments and effective coordination with clinical departments.
Handle escalated patient concerns and ensure timely resolution while maintaining excellent patient relations.




Coordinate with Marketing, Operations, Front Office, and Clinical teams to support campaigns, patient engagement, and promotional activities.
Prepare daily, weekly, and monthly operational reports, analyze performance metrics, and implement process improvements.
Ensure compliance with hospital policies, patient confidentiality standards, and quality protocols.
Drive continuous improvement initiatives by adopting current technologies, optimizing workflows, and enhancing the overall patient experience.

Preferred candidate profile

Candidate should have positive communication

📌 Call Centre Head Chennai (India)
🏢 Vasantha Subaramanian Hospitals
📍 India