Call Centre

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

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person