Call Center Executive

Skills:

Customer Service, Active Listening, CRM Software, Call Handling, Process Adherence, Conflict Resolution, Patient Care,

Roles & Responsibilities

(Defines the prime focus areas of the job)

Patient Care Management

Receive patients with warmth and provide a comfortable atmosphere for assessment and treatment.

Provide info related to services and tariff to the patients.

Orients and educates patients and their families by explaining the care plans and other information relating to the treatments.

Pre and post-counseling for the patients undergoing the treatment plans if required.

Address and resolve patient complaints and concerns promptly and effectively.

Understand and action accurate data entry on a daily basis

Handling Appointments

Understand the CRM platform

Comprehend detailed nuances around therapist availability and accordingly block appointments

Maintain data related to financial transactions, patient flow, and individual patient visits.

Track patient's journey from lead status to discharge and follow-ups

Patient Experience Enhancement

Respect patients by recognizing their rights; and maintaining confidentiality.

Collect patient testimonials and feedback as per organizational policy.

Monitor and evaluate patient care metrics, identifying areas for improvement.

TAT of 30 mins to be adhered for all the calls received

Coordination and Collaboration

Responsible to follow up on the assessment report till it gets delivered to the patient

Work closely with the sales team to promote patient care initiatives and success rate

Increase in conversion ratio will be reviewed in constant interval

Quality Improvement

Monitor delivery of care by documenting; identifying progress toward desired care outcomes; intervening to overcome deviations in the expected plan of care; and reviewing the care plan.