Job Title: Telecaller - Appointment Scheduling

Location: Ahmedabad

Department: Customer Support/Operations

Employment Type: Full-Time

Shift Time: 8 AM to 8 PM (with flexibility to any 9-hour window within the shift)

Language: Multi-Language (English, Hindi, Marathi, Bengali (West Bengal), Assamese (Assam), Manipuri, Kashi (Meghalaya), Meitei (Tripura))

Budget: 2 Lacs -2.5 Lacs

Position Overview:

We are looking for a motivated and customer-focused Telecaller to join our TPA team. The primary responsibility is to contact policyholders or healthcare providers and schedule appointments efficiently while maintaining excellent customer service standards. You will play a key role in ensuring patients receive excellent support while maintaining confidentiality and adhering to healthcare standards.

Key Responsibilities:

- Outbound Calls/Appointment Scheduling: Contact policyholders or service providers to confirm or schedule appointments.

- Follow up with the existing clients to reschedule missed appointments.

- Understand client requirements and assign appointments with appropriate teams or representatives.

- Maintain accurate records of scheduled appointments in the system.

- Inbound Calls: Answering calls from customers and addressing their inquiries or concerns.

- Address client concerns and resolve issues promptly to ensure satisfaction.

- Data Management: Update and manage customer information in the database accurately.

- Ensure timely reporting of daily calls and appointments scheduled.

Qualifications & Skills:

- Education: Graduate (Any Stream)

- Experience: 0-2 years of tele calling/customer service experience (Healthcare/TPA background is a plus).

- Communication Skills: Clear and effective verbal communication is essential.

- Technical Skills: Proficient in MS Office tools (Excel, Word, etc.).

- Soft Skills: Ability to convince customers for medical procedures. Empathy, patience, and ability to handle irate customers professionally.

- Patience and Resilience: Patient-centred problem-solving approach and requires a calm demeanour.

- Time Management: Efficiently managing time to handle calls and follow-up tasks. Ability to work in a fast-paced environment.

Personal Attributes:

- Empathetic and patient-focused.

- Positive attitude and willingness to learn.

- Calm under pressure.