Call Center Executive/Sr. Executive

2 days ago

Gurugram, India Aarvy Healthcare Full time

We are looking for a dedicated Call Center Executive / Senior Executive to provide excellent customer service and manage patient queries efficiently through voice and written platforms. The ideal candidate will maintain empathy and professionalism while handling patient grievances and ensuring timely resolution and escalation as needed.

Key Responsibilities:

Customer Communication & Query Management:

  • Maintain empathy and professionalism while interacting with customers over voice and written communication channels.
  • Greet customers and actively listen to their grievances and issues.
  • Handle customer issues with utmost importance and provide timely resolutions.
  • Accurately tag calls to the concerned department and ensure end-to-end closure of queries.
  • Maintain call quality standards as per organizational guidelines.
  • Manage shift timings and attendance diligently.
  • Ensure proper appointment scheduling through software based on available slots.
  • Escalate and close patient requirements appropriately, following up until resolution.
  • Handle feedback calls and complaint escalations efficiently.
  • Maintain updated hospital telephone directory and contact lists of doctors, coordinators, and hospital CUG numbers.
  • Disseminate accurate and updated information promptly and tactfully in response to inquiries.
  • Respond to patient grievances over email within the defined Turnaround Time (TAT).
  • Never transfer calls directly in ICU or critical care areas without proper authority approval.
  • Maintain confidentiality; do not disclose personal contact numbers of staff to outsiders.

Administrative Responsibilities:

  • Ensure general upkeep and smooth functioning of the call center department.
  • Maintain good interpersonal relations with other departments for seamless workflow.
  • Familiarize and comply with all instruction manuals, policies, and guidelines applicable to the role.
  • Provide on-the-job training and guidance to new employees joining the department.
  • Keep reporting heads informed of significant customer-related incidents and issues.

General Duties:

  • Undertake any additional assignments or tasks assigned by management from time to time.
  • Adhere to all disciplinary and behavioral rules while on duty and comply with the hospitals quality policies.
  • Follow personnel policies related to leave, attendance, and resignation processes.
  • Attend all training sessions, workshops, group discussions, and meetings as organized by the management.

Skills & Qualifications:

  • Excellent communication skills (verbal and written) with a patient and empathetic approach.
  • Ability to manage and resolve customer issues efficiently.
  • Comfortable working in rotational shifts including night shifts.
  • Good organizational skills and attention to detail.
  • Basic computer proficiency and ability to use scheduling and communication software.
  • Ability to maintain confidentiality and handle sensitive information professionally.

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