Call Center Executive / Customer Service Executive

Job Description

Title: Call Center Executive / Customer Service Executive

Company Name: Apon Healthcare Ltd.

Vacancy: 5

Age: 25 to 35 years

Job Location: Anywhere in Bangladesh

Salary: Negotiable

Experience:

• 5 to 7 years
• The applicants should have experience in the following business area(s): Restaurant, Real Estate, Diagnostic Centre, Developer, Super store, Food (Packaged)

• Bachelor/Honors

• 5 to 7 years
• The applicants should have experience in the following business area(s): Restaurant, Real Estate, Diagnostic Centre, Developer, Super store, Food (Packaged)

• Age 25 to 35 years

Additional Requirements

• Must have a dedicated mindset for the healthcare sector and possess a highly empathetic attitude towards patients.

• Excellent communication skills in both Bengali and English, along with a clear and professional voice tone.

• Ability to remain calm and manage unexpected or high-pressure situations (such as handling panicked or angry relatives of patients).

• Proficiency in operating computers and Hospital Management Systems/CRM software.

Job Summary

We are looking for an experienced and professional Call Center Executive for our diagnostic center who can establish excellent communication with patients. The selected candidate will be responsible for providing information regarding various tests over the phone, booking doctor appointments, and resolving any complaints or issues with the utmost empathy and patience.

Job Responsibilities

Inbound Call Management: Receive patient calls and provide accurate information regarding various pathology and radiology tests, health checkup packages, and doctor chamber schedules available at the diagnostic center.

Appointment Booking: Accurately book serials or appointments for specific doctors or tests according to patient needs and maintain the schedules.

Providing Test Guidelines: Guide patients in advance regarding the necessary preparations for specific tests (e.g., instructing them to arrive on an empty stomach for an ultrasound or certain blood tests).

Complaints Handling: Listen attentively and patiently to any complaints from patients or their relatives regarding delays in report delivery, billing misunderstandings, or service quality, and communicate with the relevant departments to resolve them promptly.

Report Updates: Inform patients via phone call or SMS once their medical reports are ready, and forward the reports via email or WhatsApp if necessary.

Inter-departmental Coordination: Maintain constant coordination with the front desk, laboratory, billing section, and doctors to ensure smooth and uninterrupted service.

Data Entry & Reporting: Accurately log daily calls, patient feedback, and appointment information into the center's Hospital Management Software or database.