Call Centre Operations

Job Title:

Care Coordinator - Call Centre Operations

Location:

Navi Mumbai , Airoli

Experience: 1 to 5 Years

Key Responsibilities The position of Call Centre Care Coordinator will report directly to the Call Centre Manager / Supervisor who will report further to Department Head and will follow the protocol set forth for answering inbound/ outbound calls including, but not limited to:
• Perform assessment of inbound callers to determine scope of service and access needs, and potential follow-up requirements in collaboration with the TruDoc 24x7 physician
• Provide appropriate documentation and supporting information for calls
• Collaborate and coordinate caller needs with call centre physician and members of TruDoc 24x7 team to assure caller's needs are addressed, documented and communicated
• Provide interventions and actions to facilitate access to care and carry out physician orders including scheduling of follow-up appointments, referrals to emergency department (ED) or urgent care, referrals to payer or medical group and referrals to community services
• Take necessary actions as directed by physician to assure coordination of care, information sharing and access to needed services to address caller needs such as specialist appointments, sending prescriptions pharmacy, or other needed member services
• Conduct data review and reporting to support program outcomes measurement
• Confirm member eligibility and provide assistance as needed
• Attend the operational & peer meetings as and when required by the company
• Work with the24x7 team to enhance customer satisfaction as dire

Salary:

₹20,000 – ₹25,000 per Month

Experience:

1 – 5years

Job Type:

Full-time

Job Description:

• We are seeking an experienced and dynamic Call Center Supervisor / Assistant Manager to lead and mentor our team of Care Coordinators at our Navi Mumbai Call Center. This role is critical to ensuring seamless execution of all patient support, disease management, and telehealth programs, upholding our commitment to delivering low-cost, high-quality healthcare and achieving the mission of "Doing the Right
• Key Responsibilities:
• Take complete medical history of the patient and document the same.
• Support doctors, nurses, and radiologists during patient consultations and procedures.
• Assist in diagnosing diseases and report findings to the concerned doctor or radiologist.
• Handle patient admission and discharge process, including form filling and record management.
• Maintain and update patient medical files and reports accurately.
• Educate patients and their relatives about hospital rules, health information, and procedures.
• Coordinate and communicate effectively with patients, staff, and visitors.
• Perform administrative and official duties as required.
• Maintain a positive, professional, and empathetic attitude towards patients and coworkers.

Requirements:

• Good Verbal and written communication skills (English, Hindi)
• Listening skills and problem analysis and problem solving
• Customer service oriented
• Organizational skills
• Attention to detail
• Adaptability
• Team work
• Stress tolerance
• Flexibility to work in shifts

To qualify for the role, you must have

Minimum graduation (any stream) or equivalent

Proficient in relevant computer applications

• Required language proficiency

• Some experience in a call centre or customer service environment

• Good data entry and typing skills

• Knowledge of administration and clerical processes

Additional Skills and requirements (if required)

• Knowledge of Customer Service principles and practices

• Knowledge of Call Centre telephony and technology

What we offer

A competitive compensation and benefits package where you'll be rewarded based on your performance and recognized for the value you bring to our business. In addition, we offer:
• Support, coaching, feedback and opportunity to work with veterans of the telehealth industry

• Opportunities to develop new skills and progress your career

• The freedom and flexibility to handle your role in a way that's right for you.

• The peace and contentment of always "Doing the Right Thing" and making a difference to someone's life

Job Type: Full-time

Pay: ₹20, ₹25,000.00 per month

Work Location: In person