Officer

We are hiring an Officer – Call Center to manage patient calls, appointment bookings, inquiry handling, and basic hospital service coordination. The candidate should have good communication skills, patience, computer knowledge, and the ability to provide clear information to patients. This plays an important part in improving patient experience through timely response, accurate guidance, and professional telephone communication.

Role & Responsibilities:

• Attend incoming patient calls and provide information about hospital services.
• Book, reschedule, and confirm doctor appointments as per hospital process.
• Handle patient inquiries related to departments, consultants, timings, and services.
• Make outbound calls for appointment reminders, follow-ups, and patient support.
• Record call details, patient information, and inquiry status accurately in the system.
• Transfer calls to relevant departments when required and ensure proper coordination.
• Maintain polite, professional, and patient-friendly communication at all times.
• Support patients with basic guidance related to hospital location, consultation, and reports.
• Escalate complaints, urgent queries, and service issues to seniors or concerned teams.
• Follow approved call scripts and hospital communication protocols.
• Coordinate with OPD, billing, diagnostics, and front office teams for patient queries.
• Maintain confidentiality of patient and hospital information.
• Track missed calls and ensure timely callback as per call center process.
• Meet daily call handling, booking, and service quality targets.
• Support call center team activities during high call volume or emergency requirements.