ob Title: Call Center Representative

Department: Customer Service

Location: Dr. Kamini Rao Hospitals (Seshadripuram)

Qualifications:

● Education:

Bachelor's degree

Experience:

Minimum of 1-2 years of experience in a customer service

role, preferably in a healthcare or call centre environment.

Experience in handling high volumes of calls, scheduling, or

administrative support is preferred.

Job Summary:

The Call Center Representative is responsible for providing high-quality, efficient, and

compassionate customer service to patients, family members, and the general public. This

role serves as a vital point of contact for individuals seeking information about the hospital’s

services, scheduling appointments, handling patient inquiries, and resolving issues promptly

and professionally. The Call Center Representative is the first point of contact for patients, family members, and

the general public seeking information or assistance. This role requires delivering prompt,

professional, and compassionate customer service while efficiently handling inquiries,

scheduling appointments, and resolving issues. The Call Center Representative plays a key

role in ensuring a positive experience for those interacting with the hospital.

Key Responsibilities:

1. Customer Service & Inquiries:

○ Answer inbound calls and provide accurate information regarding hospital

services, procedures, and available healthcare professionals.

○ Address general inquiries from patients, family members, and the public with

empathy and professionalism.

○ Resolve complaints or concerns in a courteous and timely manner, escalating

issues when necessary.

2. Appointment Scheduling:

○ Schedule patient appointments based on their needs and doctor availability.

○ Assist patients with rescheduling or canceling appointments and provide

necessary instructions.

3. Patient Information Management:

○ Update patient records in the system accurately and in a timely manner.

○ Verify patient details, including insurance information, contact numbers, and

medical history as needed.

4. Communication:

○ Provide clear, concise, and friendly communication to patients, family

members, and hospital staff.

○ Use the hospital’s internal communication tools to relay messages or patient

requests to the relevant departments.

5. Documentation & Reporting:

○ Document all interactions with patients in the hospital’s call center system.

○ Maintain accurate records of patient requests, complaints, and follow-up

actions.

6. Team Collaboration:

○ Work closely with other hospital departments, including medical records,

billing, and nursing staff, to ensure seamless patient experiences.

○ Participate in regular team meetings, training sessions, and performance

reviews.

5. Effective Communication

● Maintain clear, concise, and friendly communication with patients, families, and

hospital staff.

● Utilize internal communication tools to relay messages or patient requests efficiently.

6. Documentation and Reporting

● Meticulously document all patient interactions in the call center system.

● Maintain precise records of patient requests, complaints, and follow-up actions.

7. Emergency Response

● Competently manage emergency calls, ensuring prompt and accurate relay of critical

information to appropriate medical personnel or departments.

8. Compliance and Confidentiality

● Ensure all interactions and data management adhere to hospital policies, HIPAA, and

other relevant regulations.

● Uphold strict patient confidentiality and privacy standards.

About the Organization:

A premier chain of infertility and IVF treatment centers was established to honour and extend the remarkable legacy of Dr. Kamini Rao. With over four decades of pioneering practice in reproductive medicine, Dr. Rao has been a beacon of hope for countless families across India and globally. Our mission is to uphold this legacy by continuing to deliver world-class treatments and personalized care in the field of reproductive health.

At Dr. Kamini Rao Hospitals, we offer comprehensive care that spans the entire spectrum of women's health, from menarche to menopause and beyond, alongside our renowned fertility treatments. We also focus on men's health in fertility, ensuring a holistic approach to reproductive care. We understand that every patient’s journey is unique, and our team of experienced specialists is committed to delivering tailored treatment plans. Utilizing cutting-edge technology and state-of-the-art facilities, we ensure the highest standards of medical care in a supportive and nurturing environment.

To know more, please visit: https://drkaminiraohospitals.com/about-us.php

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