Senior Supervisor - Medical Services

Senior Supervisor - Medical Services

Key Responsibilities

1. Patient Interaction & Call Handling (Domestic & International)

• Handle inbound calls from patients, corporate (Infosys) employees, and caregivers.
• Understand patient requirements and provide appropriate guidance.
• Follow defined clinical communication protocols and call scripts.
• Ensure empathetic, and professional interaction with patients.

2. Clinical Triage & Basic Medical Assistance

• Assess the nature of medical concerns through probing clinical questions.
• Identify whether the case requires:
  • Emergency support
  • Doctor consultation
  • Health check or diagnostic booking
  • Post-discharge support
• Escalate medical emergencies to appropriate medical response teams.

3. Appointment & Service Coordination

• Assist patients in booking:
  • Doctor consultations
  • Health check packages
  • Diagnostic tests
  • Home sample collection
  • Ambulance Booking Assistance
• Coordinate with hospital SPOCs and departments to confirm doctor availability and appointment slots.

4. Emergency & Ambulance Assistance

• Identify emergency cases and guide patients appropriately.
• Coordinate ambulance services with internal teams or external vendors.
• Transfer calls to emergency doctors or medical response teams when required.

5. Medical Query Support

• Provide basic information on:
  • Hospital services
  • Doctor availability
  • Health check packages
  • Investigation procedures
• Route complex medical queries to doctors or specialized medical teams.

6. Coordination with Internal Teams

• Work closely with:
  • Hospital SPOCs
  • Medical Response Team (Doctors)
  • Insurance Desk
  • Ambulance Dispatch Teams
• Ensure timely resolution of patient queries and service requests.

8. CRM & Documentation

• Accurately record patient interactions in CRM systems.
• Update appointment details, call notes, and follow-up actions.
• Maintain data confidentiality and compliance with healthcare standards.

 

Required Skills

Clinical Skills

• Basic medical knowledge and clinical assessment capability
• Ability to understand symptoms and triage cases
• Knowledge of healthcare services and hospital processes

Contact Centre Skills

• Excellent communication skills (English + Hindi + regional language preferred)
• Strong listening and probing skills
• Customer service orientation
• Ability to handle high call volumes

Technical Skills

• Experience with CRM / appointment booking systems
• Basic computer proficiency
• Documentation and reporting skills

 

Qualification

• B.Sc Nursing / GNM / BPT / B.Pharm / Paramedical Sciences / Allied Health Sciences
• Minimum 1–3 years’ experience in hospital / healthcare contact center / clinical support role

 

Preferred Experience

• Experience in tele-triage / healthcare helpline / telemedicine support
• Exposure to hospital operations or patient coordination
• Knowledge of corporate healthcare programs

 

Key Competencies

• Patient empathy
• Clinical judgement
• Communication & coordination
• Problem solving
• Multitasking in a contact center environment

Dear Candidate,
We are delighted to introduce you to Apollo Hospitals, a leading healthcare provider in India. With a long-standing heritage spanning many decades, Apollo Hospitals has established itself as a trusted name in the healthcare field, consistently delivering exceptional care with compassion.
Renowned for our state-of-the-art medical facilities, advanced technology, and a highly skilled and dedicated team of healthcare professionals, Apollo Hospitals is committed to providing quality care and ensuring patient satisfaction in everything we do.
Our organization strives to offer comprehensive healthcare services across various specialties and disciplines. From primary care to specialized treatments, we provide a wide range of medical services to cater to the diverse needs of our patients. Our hospital is equipped with cutting-edge technology, modern infrastructure, and an experienced team of doctors, nurses, and support staff who collaborate to deliver the highest standards of healthcare.
At Apollo Hospitals, we believe in fostering continuous learning and innovation. We prioritize research and development to remain at the forefront of medical advancements, enabling us to provide the latest treatments and therapies to our patients. We also emphasize preventive care and wellness programs, promoting a healthy lifestyle and helping individuals maintain optimal health.
Furthermore, Apollo Hospitals holds a strong commitment to social responsibility. Through various initiatives, we strive to make quality healthcare accessible to all members of society, regardless of their socio-economic background. We actively participate in community health programs, awareness campaigns, and outreach activities to promote healthcare education and support underserved populations.
As you join our team, we invite you to embody the values and culture of Apollo Hospitals. Our core principles include prioritizing patient-centric care, fostering teamwork, upholding integrity, and embracing compassion in all that we do. Together, we have the power to make a significant impact on the lives of our patients and contribute to the progress of healthcare in our community.
We are excited about the opportunity to collaborate with you, harnessing your skills and expertise to deliver exceptional care and service to our patients. If you have any inquiries or would like to explore more about Apollo Hospitals, please don't hesitate to contact our team.
Thank you for joining the Apollo Hospitals family. We are thrilled to begin this journey together, striving for excellence in healthcare.
Sincerely, Team HR

Experience Level

Senior Level