Telecaller

Telecaller Job Description

Job Title: Telecaller / Front Office Calling Executive

Department: Patient Support / Front Office / Marketing

Location: CDFC Hospital

Reports To: Vice President (VP)

Job Summary

The Telecaller is responsible for handling enquiry calls, feedback calls, patient calls, explaining hospital services, booking appointments, following up with patients, and maintaining proper call records. The role requires good communication skills, patience, and a polite, professional attitude while interacting with patients and enquiries.

Key Responsibilities

Make and receive calls from patients and enquiries.

Handle enquiry calls and provide basic information about hospital services.

Make feedback calls to patients and record their responses properly.

Explain hospital services, doctors’ availability, appointment procedures, and basic hospital information.

Schedule, reschedule, and confirm patient appointments.

Follow up with new enquiries, missed calls, and pending appointments.

Maintain daily call records and update patient details accurately.

Maintain and update the customer database regularly.

Coordinate with the front office, doctors’ assistants, and other departments when required.

Remind patients about appointments, reviews, procedures, and follow-up visits.

Handle patient queries politely and escalate clinical or sensitive questions to the concerned staff.

Support promotional campaigns, health camps, and patient awareness activities through calls.

Maintain confidentiality of patient information at all times.

Required Skills

Good communication skills in Tamil and English.

Malayalam / Hindi communication skills will be an added advantage.

Polite telephone etiquette.

Basic computer knowledge.

Ability to handle patient calls patiently and professionally.

Good follow-up and record-keeping skills.

Team coordination skills.

Qualification

Minimum qualification: 12th pass / Diploma / Any degree.

Previous experience in a hospital, clinic, customer care, or telecalling role is preferred.

Experience

6 months to 2 years of telecalling / customer care experience is preferred.

Working Hours

As per hospital duty schedule.