Call Centre Executive
Department - Operations
Reporting To - Deputy Quality Manager
Work Experience
Minimum 1 year experience in call centre / diagnostic laboratory / healthcare service industry
Job Purpose
This position's main role & responsibility is to handle inbound and outbound calls, assist patients with test-related enquiries, appointment booking, home collection coordination, report status updates, and ensure high levels of patient satisfaction through effective telephonic communication.
Key Relationship
Patients, Patient Attendants, Doctors, Home Collection Team, Center Staff, Corporate Clients, HR and Finance Department
Main Responsibility
Main job responsibilities of Call Centre Executive are as follows (but not limited to):
- Handling inbound and outbound calls professionally and courteously.
- Booking lab test appointments and scheduling home sample collections.
- Providing accurate information regarding tests, preparation instructions, pricing, and TAT.
- Coordinating with home collection team and centers for smooth sample collection.
- Follow-up calls for pending samples, reports, and payments.
- Handling patient complaints and escalations as per SOP.
- Ensuring fastest possible response time and minimal call waiting period.
- Maintaining accurate patient data entry in LIS / CRM system.
- Ensuring confidentiality and data privacy of patient information.
- Handling corporate and referral-related calls and documentation support.
- Adherence to SOPs and call quality standards.
- Supporting emergency and priority cases telephonically when required.
Competencies
Excellent communication skills (multilingual preferred), Pleasant voice and listening skills, Computer savvy, Telephonic etiquette, Patience, Problem-solving capability, Ability to handle pressure
