Customer Engagement Specialist - Healthcare

Role & responsibilities

Inbound Call Handling:

• Promptly answer incoming patient calls from multiple channels (Practo, Google GMB, direct calls, etc.).
• Assist patients with inquiries regarding appointments, services, doctors, and clinic locations.

Outbound Calls & Chat Support:

• Follow up on missed calls and patient inquiries to minimize potential patient loss.
• Engage in patient follow-ups and feedback collection.
• Provide support via chat for appointment confirmations and basic inquiries.

Appointment Management:

• Schedule, reschedule, and confirm appointments for General Physicians.
• Ensure appointment slots are efficiently managed to maximize patient visits.

Information Support & Patient Inquiry Handling:

• Provide accurate details about clinic services, doctor availability, office hours, and policies.
• Address insurance-related queries, payment methods, and administrative concerns.

Coordination & Documentation:

• Communicate effectively with clinic front desk staff regarding patient bookings, cancellations, and special requests.
• Maintain detailed call logs and patient records for smooth follow-ups and to reduce drop-offs.

Customer Service Excellence:

• Ensure zero missed calls and respond professionally to all patient interactions.
• Maintain a polite, empathetic, and patient-friendly approach at all times.

Preferred candidate profile

Communication Skills:

• Fluent in English, Kannada, and Hindi.
• Strong verbal and written communication.

Attentiveness & Problem-Solving:

• Ability to actively listen and address patient concerns efficiently.
• Quick and effective problem-solving for patient queries.

Multitasking & Time Management:

• Ability to handle high call volumes while maintaining accuracy.
• Prioritize urgent patient requests effectively.

Technical Skills:

• Comfortable using appointment scheduling software and call management systems.

Experience:

• Previous experience in healthcare customer service or call centers is a plus.

Professional & Courteous Attitude:

• Should be empathetic, patient, and friendly in all interactions.

Perks and benefits

• Competitive salary and benefits package.
• Opportunity to work at the intersection of healthcare and technology in a high-growth, mission-driven startup.
• Collaborate with a passionate team committed to transforming healthcare for millions in India.
• Health coverage