Call Center Executive - Healthcare /Diagnostic

Key Responsibilities: Call Center Executive for Diagnostic Center

Inbound and Outbound Calls

Answer incoming calls from customers in a courteous and professional manner.
Make follow-up calls to confirm appointments or address any pending queries.
Ensure that all calls are logged and documented as per company protocol.
2. Service Information Test Rates

Provide clear, complete, and accurate information to customers regarding:
Available diagnostic tests
Test preparation guidelines (e.g., fasting requirements)
Rates and available health packages
Timings and availability of doctors/laboratory services
3. Appointment Scheduling

Schedule appointments for in-center diagnostic services based on:
Customer preference
Availability of testing slots
Coordination with lab and technician teams
Reschedule or cancel appointments as required, ensuring proper communication with the customer and internal teams.
4. Home Visit Bookings

Coordinate home sample collections as per customer requirements, including:
Address verification
Availability of phlebotomists
Timing preferences and geographical limitations
Ensure accurate booking in the system and timely communication with the collection team.
5. Report Dispatch

Ensure timely delivery of test reports through:
WhatsApp (via WhatsApp Web/Business platform)
Email (as per the customer’s request)
Cross-check patient details to avoid any errors in sending reports.
Assist customers in accessing reports through online portals or app (if applicable).
6. Customer Grievance Management

Listen to and understand customer concerns empathetically.
Resolve basic complaints related to test results, delays, miscommunication, or service dissatisfaction.
Escalate complex issues to the appropriate department while keeping the customer informed.
Follow up until resolution and customer satisfaction is achieved.
7. Record Keeping and Reporting

Maintain accurate and up-to-date call logs, appointment data, and customer interaction records.
Generate basic reports on call volumes, types of queries, complaints, and resolutions.
Coordinate with the operations team to ensure smooth workflow.
Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Supplemental Pay:

Overtime pay
Work Location: In person

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