Telecaller (Clinical Appointments)

Telecaller - Clinical Appointments

About the Role

We are looking for an empathetic and highly organized Telecaller to join our team, focusing on clinical appointment management. The primary responsibility will be to manage all inbound and outbound calls related to patient appointments, ensure efficient scheduling, perform necessary follow-ups, and maintain accurate records in line with healthcare confidentiality standards. This role is crucial for ensuring a smooth and positive experience for our patients and maintaining optimal clinic flow.

Key Responsibilities

1. Calling and Communication

• Manage a high volume of inbound and outbound calls professionally and courteously.
• Make outbound calls to follow up with potential patients/leads for appointment scheduling and confirmation.
• Handle patient inquiries regarding clinical services, procedures, and appointment details, providing clear and accurate information.
• Maintain a high standard of phone etiquette and provide empathetic customer service, especially when handling patient concerns or sensitive information.

2. Appointment Scheduling and Follow-up

• Schedule, reschedule, and cancel patient appointments efficiently using the clinic's management system (e.g., CRM/EMR).
• Coordinate with physicians, nurses, and other clinical staff to manage and optimize appointment slots and patient flow.
• Perform daily follow-up calls and send reminders (via phone, SMS, or email) to patients to minimize no-shows.
• Follow up on missed appointments and work to reschedule them promptly.

3. Reporting and Documentation

• Accurately and promptly record all call details, patient interactions, and appointment status updates in the designated system.
• Prepare and submit daily, weekly, and monthly reports on call volume, appointment scheduling metrics (e.g., confirmations, cancellations, no-shows), and follow-up outcomes to the management.
• Maintain the confidentiality of all patient data strictly in accordance with privacy regulations (e.g., HIPAA, if applicable).
• Assist in maintaining and updating patient records and contact lists.

4. Administrative & Other

• Resolve patient issues and complaints related to scheduling, escalating complex matters to the appropriate supervisor or medical personnel.
• Stay updated on all clinic services, pricing, policies, and procedures to provide correct information to callers.
• Support the front desk team with other administrative tasks as needed.

Essential Qualifications and Skills

CategoryRequirementsEducationHigh School Diploma or equivalent; a Bachelor's degree is a plus.ExperienceProven experience (1+ years) in a Telecaller, Call Center, or Customer Service role, preferably in a healthcare or clinical setting.CommunicationExcellent verbal communication skills in [Specify required languages, e.g., English and Hindi/Regional Language]. Clear, professional, and persuasive speaking ability.TechnicalProficiency in using CRM software, appointment scheduling systems, and basic computer applications (MS Office/Google Workspace).Core SkillsStrong organizational and time management skills, exceptional attention to detail, and a customer-centric, empathetic approach.

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Leave encashment
• Paid time off

Work Location: In person