Telecaller

Job SummaryWe are looking for a polite, confident, and patient-focused Telecaller to handle incoming and outgoing calls, assist patients with their queries, schedule appointments, and provide information about hospital services. The candidate should have good communication skills and the ability to interact professionally with patients and their attendants.

• Key ResponsibilitiesHandle inbound and outbound calls from patients and their attendants.
• Respond to patient queries regarding doctors, departments, consultations, appointments, and hospital services.
• Schedule, reschedule, and confirm patient appointments.
• Make follow-up calls to patients regarding appointments, consultations, investigations, or treatments.
• Explain relevant hospital services and guide patients to the appropriate department.
• Follow up with leads generated through calls, websites, social media, and other sources.
• Maintain accurate records of calls, patient enquiries, appointments, and follow-ups.
• Make reminder calls to patients for scheduled appointments.
• Coordinate with doctors, front-desk staff, and other departments when required.
• Handle patient concerns politely and escalate complaints to the concerned senior/team when necessary.
• Maintain patient confidentiality and follow hospital policies and procedures.
• Achieve assigned daily/weekly/monthly calling and appointment targets.
• Prepare and maintain daily calling and follow-up reports.
• Ensure a professional and empathetic approach while communicating with patients.
• Required SkillsExcellent verbal communication skills.
• Good Hindi and English communication; knowledge of other languages will be an advantage.
• Pleasant, polite, and patient-friendly personality.
• Good listening and convincing skills.
• Basic computer knowledge, including MS Excel and MS Word.
• Ability to maintain call records and follow-up data.
• Good interpersonal and coordination skills.
• Ability to work under targets and deadlines.
• Prior experience in a hospital, healthcare, clinic, or telecalling role will be preferred.
• QualificationMinimum 12th Pass; graduate preferred.
• 1–3 years of experience in telecalling, patient coordination, customer service, or healthcare is preferred.
• Key Performance Indicators (KPIs)Number of calls handled.
• Number of successful patient appointments.
• Lead conversion rate.
• Follow-up completion rate.
• Appointment confirmation rate.
• Patient satisfaction and communication quality.
• Accuracy of calling and follow-up reports.
• Achievement of assigned monthly targets.