Call Center Executive

Job Description.

As a medical call representative, your primary responsibility is to handle incoming calls from patients, healthcare professionals, and other stakeholders in a healthcare organization or medical call center. You will provide assistance, answer inquiries, and ensure a positive customer experience. Your role is crucial in providing accurate and timely information, addressing concerns, and maintaining a high level of professionalism. Here is a comprehensive job description for a medical call representative:
**Responsibilities**:
Answering Incoming Calls: Handle incoming calls from patients, healthcare professionals, and other individuals seeking assistance or information related to medical services, appointments, billing, prescriptions, or general inquiries.

Patient Support: Provide exceptional customer service by actively listening to patients, empathizing with their concerns, and addressing their needs in a professional and courteous manner. Assist with appointment scheduling, rescheduling, and cancellations.

Information Provision: Accurately and confidently provide information regarding medical procedures, services, insurance coverage, referrals, and other relevant inquiries. Ensure compliance with privacy regulations, such as HIPAA, when discussing patient information.

Problem Resolution: Effectively troubleshoot and resolve customer complaints, issues, or concerns. Escalate complex or critical matters to the appropriate supervisor or department.

Documentation and Data Entry: Maintain detailed and accurate records of each customer interaction, including call notes, inquiries, resolutions, and other relevant information. Enter data into the organization's system and ensure proper documentation for future reference.

Product Knowledge: Stay updated on medical services, procedures, insurance policies, and other relevant information to provide accurate and up-to-date responses to customer inquiries. Attend training sessions and participate in ongoing education to enhance product knowledge.

Collaborative Communication: Liaise and coordinate with internal departments, including medical staff, administrative teams, and billing departments, to ensure a seamless customer experience. Communicate and share relevant information to address customer needs effectively.

Adherence to Policies and Procedures: Follow established protocols, guidelines, and standard operating procedures to maintain consistency and quality in customer service delivery. Comply with regulatory requirements and privacy laws, such as HIPAA, in handling confidential patient information.

Professionalism and Customer Satisfaction: Demonstrate a professional and friendly demeanor at all times. Strive to exceed customer expectations, ensure customer satisfaction, and leave a positive impression of the healthcare organization.

Continuous Improvement: Seek feedback from supervisors, participate in performance evaluations, and actively engage in professional development opportunities to enhance skills and knowledge. Share insights and suggestions for process improvements to enhance overall customer experience.

Qualifications:
Proven experience in customer service, preferably in a healthcare or call center setting.

Excellent verbal and written communication skills, with the ability to communicate effectively and professionally over the phone.

Empathetic and patient-oriented approach, with strong active listening skills.

Ability to multitask, prioritize, and handle a high volume of calls while maintaining composure and professionalism.

Familiarity with customer relationship management (CRM) systems and call center software is a plus.

Ability to handle confidential and sensitive information with discretion and adhere to privacy regulations, such as HIPAA.

Pay: ₹15,000.00 - ₹25,000.00 per month

**Benefits**:

- Leave encashment

Schedule:

- Night shift
- Rotational shift

Supplemental pay types:

- Overtime pay
- Shift allowance

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- Technical support: 2 years (required)
- Call Centre: 2 years (required)

**Language**:

- English (required)

Work Location: In person