Telecaller Inbound

About the Role

We are looking for a professional and patient-friendly Inbound Telecaller to handle incoming calls for Galaxy Hospital, Wadala.

The candidate will be responsible for understanding patient requirements, providing accurate information, assisting patients with appointments, coordinating with hospital departments, and ensuring a smooth patient experience from the first call.

The ideal candidate should have excellent communication skills, a calm and empathetic approach, and the ability to handle multiple patient queries efficiently.

Key Responsibilities

• Handle inbound calls from patients, attendants, and prospective patients.

• Understand patient requirements and provide appropriate information regarding hospital services.

• Assist patients in booking, rescheduling, and cancelling appointments.

• Share information regarding doctors, departments, OPD timings, consultation procedures, and available services.

• Handle enquiries related to diagnostic tests, procedures, packages, admissions, and general hospital services.

• Coordinate with doctors, reception, OPD, diagnostic, billing, and other relevant hospital departments whenever required.

• Convert genuine patient enquiries into appointments and hospital visits.

• Maintain proper records of incoming calls, enquiries, appointments, and follow-ups.

• Make follow-up calls to patients wherever required.

• Handle patient concerns professionally and escalate complex issues to the appropriate department.

• Ensure accurate communication and avoid providing information beyond approved hospital guidelines.

• Maintain patient confidentiality and follow hospital communication protocols.

• Achieve daily/monthly calling and appointment-conversion targets.

Candidate Profile

The ideal candidate should have:

• Good Hindi and English communication skills.

• Marathi communication will be an added advantage.

• Pleasant, confident, and professional telephone etiquette.

• Empathy and patience while speaking with patients and attendants.

• Good listening and problem-solving skills.

• Basic computer knowledge and ability to work with CRM/Excel/calling software.

• Ability to manage multiple calls and enquiries during busy hours.

• Strong follow-up and appointment-conversion skills.

• Ability to work in a hospital environment and coordinate with multiple departments.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 1 years of experience.