Executive - Call Centre

Role & responsibilities

Call Centre Executive (Agent) takes calls from Patients / family members answering questions or addressing any concerns they may have. Their duties include handling every Inbound and outbound calls from patients / patient family members listening to their needs or issues and directing the calls if required.

Key Responsibilities :

• Receiving calls from patients / patient family members and book an appointment with the Consultants as per the available time slots for each OPD in MCube software.
• No Appointment request shall be denied without checking with the treating doctor ; Educate patients / patient family members about the Emergency Department to approach in case of emergency.
• To follow the timelines as shared by the treating Consultant before booking the slots ; To maintain the TAT (Turn around Time) for each call and avoid missed calls.
• To follow the M Cube manual before giving the appointment slots.
• To maintain missed call statistics on a daily basis.
• Enter the patient details in the software accurately.
• Responding efficiently and accurately to the calls, give possible solutions, and ensure that patients / patient family members feel supported and valued.
• Alert in active listening with callers, confirm / give more clear information and diffuse angry clients, as needed.
• Build long term relationships with patients / patient family members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understand and strive to meet or exceed call centre metrics while providing excellent consistent patients / patient family members.
• Taking part in training and other learning opportunities to expand knowledge of company and position.

Preferred candidate profile

Any graduate with relevant experience can apply.

Perks and benefits

Salary as pre industry