Job Summary

- Role: Call Centre Executive / Patient Care Executive (Console) [1]
- Primary Objective: Handle inbound and outbound patient interactions smoothly, schedule or manage appointments, provide transparent service/doctor details, and coordinate with clinical or administrative departments. [1]
- Work Setting: Full-time, hospital or corporate healthcare administrative setting (often operating in shifts). [1]

Key Responsibilities

- Inbound Call Handling:
- Answer incoming calls promptly with proper telephone etiquette.
- Provide accurate information regarding hospital services, multi-specialty departments, doctor profiles, consultation/OPD timings, and room or bed availability. [1, 2]
- Appointment & Schedule Management:
- Book, reschedule, or cancel OPD, diagnostic, health check-up, and procedure appointments.
- Track and update live changes regarding doctor leaves, duty roster updates, or schedule adjustments. [1, 2, 3]
- Outbound Communication:
- Make reminder calls for scheduled visits, diagnostic tests, or preventive health check-ups.




- Conduct post-discharge wellness or feedback follow-up calls. [1]
- Grievance & Query Resolution:
- Listen to patient complaints empathetically, resolve basic inquiries within authority, and escalate complex issues to department heads, floor managers, or the Public Relations Officer (PRO) following the hospital's escalation matrix. [1, 2]
- Inter-Departmental Coordination:
- Coordinate with OPD reception, billing, insurance/TPA desks, nursing stations, diagnostics, and 24/7 emergency/ambulance services. [1]
- Documentation & Database Management:
- Accurately log patient queries, call dispositions, and appointment notes into the Hospital Information System (HIS) or Electronic Health Record (EHR) / CRM software.
- Maintain daily and monthly MIS reports on call metrics (response time, conversion rates, abandoned calls).

HOSPITAL EXPERIENCE IS MANDATORY

Pay: ₹8,900.00 - ₹15,000.00 per month

Work Location: In person

📌 Call Centre Executive (Patna)
🏢 Ford Hospital and Research Center
📍 Patna