Call Center Executive

2 days ago

Faridabad, Haryana, India Sarvodaya Hospital Full time ₹ 15,00,000 - ₹ 28,00,000 per year

Role & responsibilities

  • Receive inbound calls from patients, doctors, healthcare providers: respond to inquiries about tests, services, preparations, pricing, sample collection, etc.
  • Make outbound calls: followups, appointment reminders, upsells of diagnostic packages or supplements.
  • Effectively process orders, schedule appointments, or facilitate home sample collection if applicable.
  • Maintain accurate call logs, patient records, update CRM system.
  • Meet or exceed individual sales targets and KPIs (conversion rate, revenue per call, average handling time, first call resolution).
  • Use diagnostic knowledge: understand test types, sample requirements, preparation instructions, turnaround time.
  • Navigate objections, overcome resistance, recommend premium or additional services when appropriate.
  • Coordinate with labs, collection teams, billing, operations to ensure seamless patient journey.
  • Provide feedback to training, product, and operations teams: identify common queries, process bottlenecks, script improvements.
  • Perform quality assurance: ensure compliance with privacy and data protection, maintain professionalism and empathy in all calls.

Preferred candidate profile

  • Graduate degree.
  • Strong verbal and written communication in English and local language (Hindi / regional).
  • Prior experience (13 years) in call center, tele-sales, or diagnostics/hospital appointment setting.
  • Understanding of diagnostic processes, lab test types, medical terminology is a plus.
  • Salesoriented mindset: persuasion, negotiation, upselling.
  • Empathy, patience, ability to stay calm in high volume or stressful scenarios.
  • Proficient with CRM systems, MS Office; ability to update records diligently.

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