Required Telecaller - Ghaziabad

Job Summary:

We are seeking a polite, articulate, and patient-focused Telecaller to join our healthcare team. The Telecaller in the medical field plays a critical role in connecting patients with medical services, supporting scheduling and inquiries, and ensuring high-quality communication between patients and the healthcare provider. This role involves both inbound and outbound calls to manage appointments, provide service information, collect patient data, and handle feedback or follow-ups. The ideal candidate will have excellent communication skills, an understanding of basic healthcare procedures or services, and the ability to handle patient concerns with empathy and professionalism.

Key Responsibilities:

1. Patient Communication and Support:

• Answer inbound calls from patients, families, and clients to provide accurate information about medical services, facilities, consultation hours, and specialist availability.
• Make outbound calls to confirm appointments, follow up on treatment feedback, or notify patients about upcoming checkups or tests.
• Address patient queries regarding hospital processes, diagnostic services, health packages, billing procedures, and doctor availability.

2. Appointment Scheduling and Coordination:

• Assist patients in booking, rescheduling, or cancelling appointments.
• Coordinate with doctors, nurses, and front-desk staff to ensure real-time availability and timely updates.
• Maintain the daily appointment roster and ensure timely follow-ups for missed visits or no-shows.

3. Data Management and Documentation:

• Record and update patient information accurately in the hospital or clinic management system.
• Maintain confidentiality and ensure the accuracy of data related to demographics, medical history, service feedback, and insurance details (if applicable).
• Generate reports on daily calls, appointments, and patient inquiries as needed by the management.

4. Service Promotion and Awareness:

• Inform patients about new healthcare services, wellness packages, vaccination drives, or preventive health programs being offered.
• Support marketing and outreach efforts by promoting health camps, awareness events, or teleconsultation services during outbound calls.

5. Feedback Collection and Issue Resolution:

• Call patients post-treatment or post-discharge to gather service feedback and patient satisfaction ratings.
• Log any issues or complaints and escalate them to the appropriate department for resolution.
• Follow up to ensure resolution and improved patient experience.

6. Compliance and Ethics:

• Ensure all interactions comply with healthcare privacy laws (e.g., HIPAA if applicable) and the hospital s internal policies.
• Respect patient confidentiality and communicate medical information only with authorized parties.
• Follow ethical standards of communication and maintain professionalism during all calls.

Skills and Qualifications:

Educational Background:

• Minimum 12th pass (Higher Secondary); Graduation preferred.
• A diploma or certification in medical receptionist training, hospital administration, or customer service is a plus.

Experience:

• Experience in telecalli