Call Center Agent

Job Title: Call Center Agent - for Super Specialty Hospital

Location: Hyderabad, Telangana, India

Department: Healthcare/Patient Support & Services

Job Type: Full-Time

Work Hours: Shift-based, 6 days a Week, Rotational Shift Roosters (24x7 Support)

Required Language Speaking Skills: English, Hindi, Telugu or Bengali* (optional)

Job Summary:

The Hospital Call Center Agent serves as the first point of contact for patients, families, and healthcare providers via phone, email, or chat. This role handles inbound and outbound calls efficiently, providing accurate information on appointments, general inquiries billing, and services, while maintaining empathy, confidentiality, and compliance with healthcare standards.

Key Responsibilities:

• Answer high-volume incoming calls promptly, triage inquiries, and route to appropriate departments (e.g., scheduling, billing, emergency services).
• Schedule, reschedule, or cancel patient appointments using hospital systems like Epic or Cerner.
• Provide basic information on hospital services, physician availability, visiting hours, and insurance verification.
• Assist with patient registration, pre-admission questions, and simple billing inquiries; escalate complex issues to specialists.
• Document all interactions accurately in the CRM system for continuity of care.
• Handle sensitive situations with compassion, de-escalating upset callers and following protocols for emergencies (e.g., directing to ER).
• Ensure compliance with HIPAA, PHI protection, and hospital policies during all communications.
• Meet performance metrics including average handle time, first-call resolution, and customer satisfaction scores.
• Participate in training on medical terminology, call scripts, and software updates.

Qualifications and Skills:

• High school diploma or equivalent required; associate's degree in healthcare administration or related field preferred.
• Freshers are welcomed; however 1-2 years of customer service experience, preferably in a call center or healthcare environment is needed, if experienced.
• Excellent verbal and written communication skills with a clear, professional phone presence.
• Basic knowledge of medical terminology, insurance processes, and healthcare regulations.
• Proficiency in computer systems, including CRM software, Microsoft Office tools - MS Excel, Outlook etc., and telephony tools.
• Strong multitasking abilities, with the capacity to handle 100+ calls per shift.
• Empathy, patience, and problem-solving skills in high-pressure situations.
• Very good Typing speed and bilingual skills (English, Hindi & Telugu/Bengali) is preferred mandatory.

Physical Requirements:

• Ability to sit for extended periods and use a headset/computer.
• Must pass background check, drug screening, and be eligible for hospital credentials.

What We Offer:

• Competitive salaries (INR. 16000 - INR. 24000 /month based on experience).
• Comprehensive benefits including health insurance, paid time off, and employee assistance programs.
• Ongoing training and career growth opportunities in healthcare.