Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
Maintaining the departmental KPI
Preparing the departmental duty roster as per the operational requirement
Liaison with the supervisor and the HOD to improve the KPI and customer service
Responsible for attending to all the incoming patient calls promptly, without delay as per the guidelines.
Maintains a record of any information or message received from the caller and communicates effectively to the concerned department/person
Maintains clarity in communication and pleasant tone of voice at all times
Well versed with the call center processes of call hold, call transfer, message receipt, call back etc as per specified guidelines
Assisting the caller in the best way possible and creating a good impression
Responsible for first call resolution to achieve the utmost patient satisfaction.
Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended to
Responsible for booking appointments as well as clarifying enquiries related to the hospital services
Responsible for collecting and maintaining feedback regarding the service and communicating effectively with the concerned department, regarding any complaints received from patients
Responsible to handle difficult/irate callers with calmness in a professional manner and escalate to the concerned department when needed
To multitask and manage the call volumes as per the call flow to maintain the KPI within the standards
To contribute to improving the departmental performance through the various tasks/projects that may be assigned
To promote the services of the hospital to patients who would be looking for it
To follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department
Strictly adheres to organization’s regulations and policies especially those related to infection control, patient safety, JCI.
Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
Participates and contributes to scheduled in-service training programs.
Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
Maintains confidentiality as per the agreement signed.
Demonstrates the ability to listen to others in promoting effective communication.
Develops thorough understanding of policies and procedures of the hospital and Demonstrates respect for them.
Carries out other duties when requested by the Head of department.
