Coordinator - Call Center

Department: Communique

Location: SPS Hospitals, Ludhiana

Reporting To: Assistant Manager – Communique

Job Summary

The Coordinator – Communique serves as the first point of contact for patients and their attendants through inbound and outbound communication channels. The role is responsible for handling appointment bookings, patient inquiries, service coordination, feedback management, and ensuring a seamless patient experience. The incumbent will maintain high standards of customer service while supporting operational efficiency and patient satisfaction.

Key Responsibilities

Patient Communication & Support

• Attend and manage incoming calls professionally, courteously, and efficiently.
• Provide accurate information regarding hospital services, doctors' schedules, specialties, locations, and procedures.
• Address patient queries, concerns, and requests in a timely manner.
• Route calls to relevant departments when required and ensure proper follow-up.
  
  

Appointment Management

• Schedule, reschedule, and cancel patient appointments as per established protocols.
• Coordinate with consultants, departments, and diagnostic services to facilitate patient appointments.
• Ensure accurate data entry and maintenance of appointment records in the Hospital Information System (HIS).
  
  

Outbound Calling Activities

• Conduct appointment confirmations and reminder calls.
• Follow up with patients regarding investigations, procedures, health packages, and hospital services.
• Support patient engagement initiatives, campaigns, and service promotion activities.
  
  

Documentation & Reporting

• Maintain call logs, patient interaction records, and service request details.
• Generate daily, weekly, and monthly reports related to call volumes, appointments, inquiries, and feedback.
• Ensure compliance with hospital policies regarding patient confidentiality and data security.
  
  

Quality & Compliance

• Adhere to defined call center quality standards, scripts, and service protocols.
• Maintain confidentiality of patient information in compliance with healthcare regulations.
• Participate in training programs and quality improvement initiatives.
  
  

Qualifications

• Graduate in any discipline; preference for Healthcare Administration, Business Administration, or related fields.
• Additional certification in customer service, communication, or healthcare operations will be an advantage.
  
  

Experience

• 1–3 years of experience in a call center, customer service, patient relations, healthcare contact center, or front office operations.
• Experience in a hospital or healthcare setting is preferred.