Call Center Agent

Key Responsibilities:
Handle incoming and outgoing calls from patients, attendants, and healthcare service inquiries.

Schedule, confirm, reschedule, and cancel patient appointments.

Provide accurate information about doctors, medical departments, consultation timings, and hospital services.

Assist patients with appointment procedures, registration requirements, and general inquiries.

Make follow-up calls regarding appointments, consultations, and scheduled treatments.

Coordinate with doctors, nurses, reception, and other departments to address patient concerns.

Respond to patient complaints and escalate complex issues to the appropriate department.

Maintain accurate call records, patient details, and appointment information in the hospital management system.

Provide information about health packages, medical check-ups, and available healthcare services.

Follow up on missed appointments and pending patient inquiries.

Maintain patient confidentiality and comply with healthcare communication policies.

Deliver professional, empathetic, and courteous customer service.

Qualifications and Requirements
Bachelor's degree or diploma in any relevant field.

Previous experience in a healthcare call center, hospital customer service, or a similar role is preferred.

Basic knowledge of medical terminology and hospital operations.

Excellent verbal communication, listening, and interpersonal skills.

Good command of English; knowledge of additional languages is an advantage.

Familiarity with hospital management systems (HMS), CRM software, and MS Office.

Strong telephone etiquette and patient-handling skills.

Ability to manage high call volumes and handle multiple inquiries efficiently.

Good problem-solving, multitasking, and time-management abilities.

Patient, polite, and service-oriented attitude.

Ability to maintain confidentiality of patient information.

Add healthcare call escalation boundariesClarify non-clinical agent responsibilities