Call Centre BPO Executive

Job description:

Job Title: Call Center Executive – HealthcareDepartment: Customer Support / Patient ServicesLocation: [Bengaluru/ Work Mode – Onsite,

Shift: Rotational / Day / Night (as applicable)

Experience: 0–3 Years (Freshers may apply)

Job Summary

We are looking for a Call Center Executive – Healthcare to handle inbound and outbound calls related to patient queries, appointments, medical services, and follow-ups. The ideal candidate will ensure a high standard of patient experience while adhering to healthcare compliance, data privacy, and service quality guidelines.

Key Responsibilities-Patient Communication & Support

• Handle inbound and outbound calls from patients, caregivers, and internal teams.
• Address patient inquiries related to appointments, treatments, reports, billing, and follow-ups.
• Provide accurate information about healthcare services, processes, and timelines.
• Ensure clear, empathetic, and professional communication with patients at all times.

Appointment & Case Management

• Schedule, reschedule, and cancel appointments as per SOP.
• Create, update, and close patient tasks/cases within defined TAT and SLA.
• Coordinate with doctors, care teams, and internal stakeholders for case resolution.

Documentation & Compliance

• Maintain accurate and complete documentation in CRM/HMS systems.
• Adhere strictly to SOPs, call scripts, quality standards, and compliance requirements.

Quality & Performance

• Meet defined productivity, quality, and customer satisfaction metrics.
• Minimize call handling errors and avoid unnecessary call repetition.

Required Skills & CompetenciesCommunication & Soft Skills

• Excellent verbal communication skills in English & Hindi mandatory (additional regional languages preferred).
• Strong listening skills with a patient-centric approach.
• Ability to handle sensitive and confidential information with empathy.

Technical & Process Skills

• Basic computer knowledge and familiarity with CRM/call-handling systems.
• Ability to multitask and work in a fast-paced healthcare environment.
• Willingness to work in shifts, including weekends and holidays if required.

Educational Qualification

• Minimum: Undergraduate / Graduate in any discipline
• Healthcare, Life Sciences, or Paramedical background is an added advantage.

Preferred Experience

• Prior experience in Healthcare BPO, Hospital Call Center, Patient Support, or Tele-health is preferred.
• Freshers with good communication skills and a willingness to learn are welcome.

Key Behavioral Attributes

• Patient-first mindset
• High attention to detail
• Team player with a proactive attitude
• Ability to manage stress and handle difficult conversations professionally

Job Types: Full-time, Fresher