Call Center Executive

About the role

The Call Center Executive will be the first point of contact for patients calling the hospital. You will manage inbound calls, schedule appointments, and ensure a positive patient experience while adhering to hospital policies and quality standards.

Key responsibilities

• Answer and handle all incoming patient calls promptly, following call hold, transfer, and callback procedures.
• Book appointments, manage confirmations, cancellations, and rescheduling, and maintain doctors’ calendars.
• Collect patient feedback, address complaints, and liaise with relevant departments to improve service quality.
• Maintain departmental KPIs, monitor average handling time, and support continuous quality improvement initiatives.

Required profile

• Minimum 1 year experience as a contact‑center agent in a patient‑focused environment.
• Excellent telephone etiquette, clear communication, and a pleasant tone.
• Strong analytical, problem‑solving and interpersonal skills.
• High level of confidentiality and ability to handle difficult callers professionally.

Required skills

• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Experience operating a multi‑line switchboard system.