Call Centre Manager

The Call Centre Manager will be responsible for managing hospital call centre operations, patient communication, inquiry handling, appointment support, team supervision, and service quality improvement. This requires strong leadership, communication skills, process monitoring ability, and experience in handling healthcare-related calls. The candidate will ensure timely response to patient inquiries, proper call documentation, efficient team performance, and improved patient experience through professional communication and service coordination.

Roles & Responsibilities

• Manage daily call centre operations including inbound calls, outbound calls, inquiries, and follow-ups.
• Supervise call centre executives and ensure professional handling of patient communication.
• Monitor call quality, response time, call closure, and service standards across the team.
• Ensure accurate appointment booking, inquiry recording, patient information updates, and call documentation.
• Coordinate with OPD, reception, billing, diagnostics, doctors, and other departments for patient queries.
• Prepare call scripts, communication guidelines, and escalation processes for the team.
• Track missed calls, pending callbacks, patient complaints, and unresolved service requests.
• Train team members on hospital services, communication skills, software usage, and patient handling.
• Analyze call data, lead conversion, appointment trends, and patient feedback for improvement.
• Handle escalated patient concerns and ensure timely resolution with relevant departments.
• Maintain confidentiality of patient information and follow hospital communication protocols.
• Prepare daily, weekly, and monthly call centre MIS reports for management review.
• Identify process gaps and implement improvements to increase call efficiency and patient satisfaction.
• Coordinate promotional calls, follow-up campaigns, health checkup reminders, and patient engagement activities.
• Ensure call centre operations support hospital growth, patient retention, and service excellence.

Shashwat Hospital is one of the leading oncology and hemato-oncology healthcare networks in Gujarat, dedicated to delivering comprehensive, compassionate, and patient-centered cancer care. As the largest dedicated cancer institute serving the Saurashtra-Kutch region, Shashwat Hospital combines clinical expertise, advanced technology, and multidisciplinary treatment approaches to improve outcomes and enhance the quality of life of patients and their families.

Driven by a passion for healing and excellence, Shashwat Hospital has established a strong presence across multiple cities in Gujarat, providing specialized cancer treatment and support services through an integrated healthcare network. The hospital's commitment extends beyond treatment, focusing on hope, dignity, and holistic care throughout every stage of the patient's journey.

Our Vision

To be a Centre of Excellence and the preferred choice for the community, doctors, and paramedical professionals in the field of Onco-Science.

Our Mission

To practice comprehensive and leading-edge oncology, promote active cancer research based on sound ethics, and deliver excellence in care with compassion while ensuring dignity, support, and trust throughout the journey beyond cancer.

Specialized Cancer Care Services

Shashwat Hospital offers a wide spectrum of advanced oncology services, including:

• Medical Oncology
• Hematology
• Pediatric Oncology
• Surgical Oncology
• Gynecological Oncology
• Bone Marrow Transplant Services
• Genetic Counseling and Family Screening
• Immunotherapy
• Targeted Therapy
• Chemotherapy
• Cancer Vaccination
• Palliative Care
• Onco Physiotherapy
• Onco Nutrition and Dietetics
• Day Care Treatment Services

Multidisciplinary Team of Experts

Shashwat Hospital is supported by a highly experienced team of medical oncologists, hematologists, surgical oncologists, gynecological oncologists, pediatric oncologists, genetic specialists, and critical care professionals. The multidisciplinary approach enables personalized treatment plans and evidence-based care tailored to each patient's needs.

Advanced Technology and Personalized Care

The hospital utilizes modern diagnostic and therapeutic technologies to provide precise, effective, and individualized treatment. Every patient receives comprehensive support throughout diagnosis, treatment, recovery, and survivorship, ensuring a patient-first approach built on compassion and transparency.

Our Reach

Shashwat Hospital has developed an extensive healthcare network across Gujarat, serving patients through centers located in Rajkot, Jamnagar, Junagadh, Veraval, Amreli, Morbi, Botad, Surendranagar, Gondal, Godhra, and other regions. This widespread presence enables greater access to quality oncology services for communities throughout the state.

Why Choose Shashwat Hospital?

• Leading oncology and hemato-oncology network in Gujarat
• Largest dedicated cancer institute in the Saurashtra-Kutch region
• Experienced multidisciplinary team of specialists
• Advanced cancer diagnostics and treatment technologies
• Personalized and patient-centered care
• Comprehensive support services and rehabilitation
• Commitment to ethics, research, and clinical excellence
• Strong focus on compassion, dignity, and quality of life

Our Commitment

At Shashwat Hospital, we believe that cancer care extends beyond treatment. Our mission is to inspire hope, foster resilience, and provide world-class healthcare with compassion. Through innovation, expertise, and unwavering dedication, we continue to serve as a trusted partner for patients and families in their journey toward healing and recovery.