Help Desk Executive

A Hospital Call Center Executive manages patient communication via phone calls. They handle appointment bookings, patient inquiries, follow-ups, and coordination with hospital departments while ensuring a smooth and compassionate patient experience.

Key Responsibilities (Inbound)

• Answer incoming calls from patients and attendants
• Schedule, reschedule, or cancel doctor appointments
• Provide information about hospital services, departments, and doctors
• Handle emergency-related calls and direct them appropriately
• Address patient concerns, complaints, or queries politely
• Maintain accurate records of calls and patient details

Key Responsibilities (Outbound)

• Make follow-up calls for appointments, reports, or treatments
• Remind patients about upcoming consultations or procedures
• Collect feedback on hospital services
• Inform patients about health camps, packages, or promotions
• Coordinate with patients for billing or insurance-related updates

Required Skills

• Excellent communication and interpersonal skills
• Empathy and patient-handling ability
• Basic medical terminology knowledge (preferred)
• Computer proficiency (hospital management systems/CRM)
• Ability to multitask and handle high call volumes
• Problem-solving and coordination skills

Qualifications

• Minimum: 10+2 (Intermediate)
• Graduate preferred (any stream, healthcare background is a plus)
• Prior experience in hospital/BPO/customer service preferred

Key Performance Indicators (KPIs)

• Call response time
• Appointment booking accuracy
• Patient satisfaction (feedback scores)
• Call quality and compliance
• Follow-up completion rate

Experience into healthcare call center will have added advantage.