Call Centre

2 weeks ago

Pathanamthitta, India MUTHOOT HEALTHCARE, PATHANAMTHITTA Full time
  • Supervise all call centre staff and activities to ensure smooth operations.
  • Develop duty rosters and manage staffing to ensure adequate coverage.
  • Ensure all incoming and outgoing calls are handled professionally and promptly.
  • Monitor call flow and reduce patient wait times.
  • Ensure effective call handling related to appointments, billing inquiries, complaints, test results, admissions, and emergencies.
  • Train, coach, and evaluate call centre agents to maintain service quality.
  • Set performance goals and KPIs for the call centre team.
  • Conduct regular team meetings and provide performance feedback.
  • Handle escalations and resolve patient or staff complaints when necessary.
  • Ensure the call centre provides courteous, clear, and helpful communication to all callers.
  • Maintain high patient satisfaction through efficient query resolution.
  • Ensure sensitive patient information is handled confidentially and according to data protection policies.
  • Generate and submit daily/weekly/monthly reports on call volumes, response times, and resolution rates.
  • Coordinate with departments such as OPD, diagnostics, billing, emergency, and administration to streamline communication.
  • Implement new technologies and systems to improve call centre efficiency.
  • Ensure all team members follow hospital policies, standard operating procedures (SOPs), and regulatory guidelines.
  • Conduct quality audits and call monitoring to ensure service standards are met.

Qualification:

  • Degree graduate

Experience:

  • 6 - 8 years in Healthcare

Job Type: Full-time

Pay: ₹25, ₹30,000.00 per month

Work Location: In person

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