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

Job Type: Full-time

Pay: ₹25, ₹30,000.00 per month

Work Location: In person