Job Description

Job Category: Clinic
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Objective:
Ensure seamless patient engagement by managing inbound and outbound calls, addressing inquiries, scheduling appointments, and coordinating follow-ups. The role focuses on delivering accurate information, maintaining service quality standards, and supporting overall patient satisfaction through efficient communication and problem resolution.
Key Responsibilities:
Call Handling & Patient Support

• Manage inbound and outbound calls promptly and professionally to ensure a positive patient experience.
• Respond to inquiries regarding doctors, services, and clinic procedures with accurate and clear information.
• Handle appointment scheduling, confirmations, and rescheduling requests efficiently.
• Address patient concerns and complaints, providing first-level resolution and escalating complex issues when necessary.

2. Appointment & Service Coordination

• Coordinate with reception and medical teams to ensure smooth patient flow and timely appointments.
• Update and verify patient details in the system to maintain accurate records.
• Assist in managing waitlists and prioritizing urgent cases as per clinic protocols.
• Provide reminders for upcoming appointments and follow-up calls post-consultation.

3. Documentation & Compliance

• Maintain accurate call logs, appointment records, and patient interaction notes in the CRM for easy tracking and follow-up.
• Ensure all communications comply with data privacy regulations and organizational standards.
• Monitor call quality regularly to meet service excellence benchmarks.
• Prepare concise daily or weekly reports on call volumes, appointment status, and pending cases for management review.

4. Service Quality & Collaboration

• Uphold service quality standards by following scripts, guidelines, and best practices for patient engagement.
• Collaborate with internal teams including wellness staff, doctors, nurses, and customer service to resolve queries effectively.
• Participate in training sessions to stay updated on new services, technologies, and communication protocols.
• Contribute to process improvement initiatives aimed at enhancing patient satisfaction and operational efficiency.

Desired Qualification:

• 1-3 years of customer service or call center experience (healthcare preferred)
• High school diploma or Bachelor's degree
• Strong verbal and written communication skills
• Knowledge of medical terminology (preferred)
• Familiarity with CRM systems and basic computer applications (MS Office)
• Ability to resolve issues efficiently and manage time effectively
• Understanding of data privacy regulations and commitment to confidentiality
• Empathy, patience, and a customer-focused approach
• Comfortable working in a fast-paced environment and adapting to changing priorities

Skills Required