Telecaller

Job Description – Tele Caller
Organization: Ojas Maxivision Eye Care Hospital
Location: Bandra, Mumbai
Department: Patient Services / Call Centre
Reporting To: Call Centre Manager / Operations Manager
Employment Type: Full-Time

About Ojas Maxivision Eye Care Hospital

Ojas Maxivision Eye Care is a reputed and fast-growing eye care hospital network committed to delivering advanced ophthalmic treatments with a patient-centric approach. The hospital specializes in comprehensive eye care services including cataract, refractive surgeries, retina, glaucoma, and pediatric ophthalmology, supported by modern technology and highly experienced medical professionals.

Role Overview

The Tele Caller will be responsible for managing inbound and outbound calls, assisting patients with appointment bookings, providing information about hospital services, and ensuring high-quality patient engagement. The role requires excellent communication skills and a customer-focused approach to enhance patient experience and support hospital operations.

Key Responsibilities

Patient Interaction & Call Handling

• Handle inbound calls from patients and respond to their queries regarding services, doctors, treatments, and appointments.

• Make outbound calls for appointment confirmations, follow-ups, and promotional campaigns.

• Provide accurate and complete information to patients about hospital services and packages.

Appointment Management

• Schedule, reschedule, and cancel patient appointments in the hospital system.

• Coordinate with hospital departments to ensure smooth appointment flow.

• Send appointment reminders and follow up with patients to reduce no-shows.

Lead Management & Patient Support

• Convert inquiry calls into confirmed appointments.

• Maintain call records and patient details in CRM or hospital management systems.

• Address patient concerns and escalate unresolved issues to concerned departments.

Quality & Compliance

• Ensure professional and courteous communication with patients.

• Follow hospital protocols and data confidentiality standards.

• Maintain daily call logs and reports as required by management.

Eligibility Criteria

Educational Qualification

• Graduate in any discipline (Healthcare or related field preferred).
  

Experience

• 1–3 years of experience in tele calling, customer service, or healthcare call centre preferred.

• Freshers with strong communication skills may be considered.
  

Skills & Competencies

• Excellent verbal communication in English, Hindi, and Marathi (preferred).

• Strong interpersonal and convincing skills.

• Basic computer knowledge and experience working with CRM/HMS systems.

• Ability to handle patient queries empathetically and professionally.

• Good organizational and multitasking skills.

Key Performance Indicators (KPIs)

• Call handling efficiency and response time

• Appointment conversion ratio

• Patient satisfaction and feedback

• Accuracy of data entry and call documentation

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 2 years of experience.