Company Overview

Sir H. N. Reliance Foundation Hospital and Research Centre is a 345-bed, multi-specialty tertiary care hospital that excels in various medical disciplines, from cardiac to neurosciences. Strategically located in Mumbai, Maharashtra, it adheres to international standards and is renowned for its cutting-edge medical technology and commitment to excellence. Founded in 1918, this institution embodies the legacy of Sir Hurkisondas with progressive diagnostic services and a cornerstone philosophy of Respect for Life. More information can be found on their website at rfhospital.org.

Job Overview

We are seeking a Junior Contact Centre Executive at Sir H. N. Reliance Foundation Hospital & Research Centre for a Fixed-Term-Employment. The position requires a minimum of 1 year and a maximum of 3 years of relevant work experience. As a contact centre executive, you will play a crucial role in managing efficient communication and enhancing customer experiences. This role is based in Mumbai, Maharashtra, within the vibrant hospital and healthcare industry.

Qualifications and Skills

• Must have skills in call scripting, customer service orientation, and communication to ensure effective interaction with patients and customers (Mandatory skill).
• Required skills in operating and managing contact centers to streamline calls and improve overall process efficiency.
• Excellent verbal and written communication skills to handle inquiries and resolve issues effectively.
• Ability to work well under pressure in a fast-paced hospital environment while maintaining a calm and professional demeanor.
• Strong problem-solving skills to address and resolve issues promptly, enhancing customer satisfaction.
• Proficient in using computer systems and software necessary for managing calls and tracking information.
• High level of attention to detail to ensure accuracy in information dissemination and recording.
• Capability to work in a team-oriented environment and contribute to team goals and objectives.

Roles and Responsibilities

• Handle incoming and outgoing calls efficiently, adhering to call scripting and maintaining a high level of customer service.
• Resolve patient inquiries, issues, and complaints promptly and professionally to ensure customer satisfaction.
• Maintain accurate records of patient interactions and details of inquiries, comments, and complaints.
• Coordinate with relevant hospital departments to provide accurate information and facilitate patient services.
• Continuously enhance communication skills and update knowledge about hospital services and guidelines.
• Participate actively in training sessions and meetings to stay updated with the latest contact center techniques.
• Adhere to the hospital's confidentiality policies, safeguarding patient information at all times.
• Assist in auditing and evaluating processes to enhance the efficiency and quality of services provided by the contact center.

Necessary:

·        Graduate 

·        1 to 4 years’ experience in Front end office / Call Center