Phone Banking Officer (1-3 Yrs Experience)

Role Summary:
We are seeking a meticulous and empathetic Phone Banking Officer with 1-3 years of experience to join our team at Apollo Hospitals in Jaipur. This role is crucial in managing patient inquiries, appointment scheduling, and providing essential information regarding our healthcare services. The ideal candidate will leverage their M.Des background to understand user needs and communicate complex healthcare information clearly and effectively over the phone.

Key Responsibilities:
- Handle inbound and outbound calls from patients, addressing queries related to hospital services, doctor appointments, billing, and general information.
- Schedule and confirm patient appointments, ensuring accuracy and efficiency in the booking process.
- Provide clear and concise information about hospital facilities, medical procedures, and pre-appointment instructions, translating complex medical terms into easily understandable language.
- Assist patients with basic administrative tasks, such as updating contact information and guiding them through online service portals.
- Maintain accurate and detailed records of all patient interactions in the CRM system.
- Escalate complex patient issues or complaints to the appropriate department or manager for resolution.
- Collaborate with medical staff and administrative teams to ensure seamless patient experience.
- Utilize design thinking principles to identify potential areas for improving patient communication and service delivery over the phone.