Role Overview

The Paramedic will handle inbound calls from patients and corporate clients, provide basic clinical triage, appointment booking support, emergency assistance guidance, and coordination with hospital units and doctors. The role requires clinical knowledge combined with strong communication and customer service skills to ensure seamless patient support through the helpline.

Key Responsibilities

Patient Interaction & Call Handling (Domestic & International)
Handle inbound calls from patients, corporate (Infosys) employees, and caregivers.
Understand patient requirements and provide appropriate guidance.
Follow defined clinical communication protocols and call scripts.
Ensure empathetic, and professional interaction with patients.
Clinical Triage & Basic Medical Assistance
Assess the nature of medical concerns through probing clinical questions.
Identify whether the case requires:

Emergency support
Doctor consultation
Health check or diagnostic booking
Post-discharge support

Escalate medical emergencies to appropriate medical response teams.
Appointment & Service Coordination
Assist patients in booking:

Doctor consultations
Health check packages
Diagnostic tests
Home sample collection
Ambulance Booking Assistance

Coordinate with hospital SPOCs and departments to confirm doctor availability and appointment slots.
Emergency & Ambulance Assistance
Identify emergency cases and guide patients appropriately.
Coordinate ambulance services with internal teams or external vendors.
Transfer calls to emergency doctors or medical response teams when required.
Medical Query Support
Provide basic information on:

Hospital services
Doctor availability
Health check packages
Investigation procedures

Route complex medical queries to doctors or specialized medical teams.
Coordination with Internal Teams
Work closely with:

Hospital SPOCs
Medical Response Team (Doctors)
Insurance Desk
Ambulance Dispatch Teams

Ensure timely resolution of patient queries and service requests.
CRM & Documentation
Accurately record patient interactions in CRM systems.
Update appointment details, call notes, and follow-up actions.
Maintain data confidentiality and compliance with healthcare standards.

Required Skills

Clinical Skills

Basic medical knowledge and clinical assessment capability
Ability to understand symptoms and triage cases
Knowledge of healthcare services and hospital processes

Contact Centre Skills

Excellent communication skills (English + Hindi + regional language preferred)
Strong listening and probing skills
Customer service orientation
Ability to handle high call volumes

Technical Skills

Experience with CRM / appointment booking systems
Basic computer proficiency
Documentation and reporting skills

Qualification

B.Sc Nursing / GNM / BPT / B.Pharm / Paramedical Sciences / Allied Health Sciences
Minimum 1–3 years experience in hospital / healthcare contact center / clinical support role

Preferred Experience

Experience in tele-triage / healthcare helpline / telemedicine support
Exposure to hospital operations or patient coordination
Knowledge of corporate healthcare programs

Key Competencies

Patient empathy
Clinical judgement
Communication & coordination
Problem solving
Multitasking in a contact center environment

Dear Candidate,

We are delighted to introduce you to Apollo Hospitals, a leading healthcare provider in India. With a long-standing heritage spanning many decades, Apollo Hospitals has established itself as a trusted name in the healthcare field, consistently delivering exceptional care with compassion.

Renowned for our state-of-the-art medical facilities, advanced technology, and a highly skilled and dedicated team of healthcare professionals, Apollo Hospitals is committed to providing quality care and ensuring patient satisfaction in everything we do.

Our organization strives to offer comprehensive healthcare services across various specialties and disciplines. From primary care to specialized treatments, we provide a wide range of medical services to cater to the diverse needs of our patients. Our hospital is equipped with cutting-edge technology, modern infrastructure, and an experienced team of doctors, nurses, and support staff who collaborate to deliver the highest standards of healthcare.

At Apollo Hospitals, we believe in fostering continuous learning and innovation. We prioritize research and development to remain at the forefront of medical advancements, enabling us to provide the latest treatments and therapies to our patients. We also emphasize preventive care and wellness programs, promoting a healthy lifestyle and helping individuals maintain optimal health.

Furthermore, Apollo Hospitals holds a strong commitment to social responsibility. Through various initiatives, we strive to make quality healthcare accessible to all members of society, regardless of their socio-economic background. We actively participate in community health programs, awareness campaigns, and outreach activities to promote healthcare education and support underserved populations.

As you join our team, we invite you to embody the values and culture of Apollo Hospitals. Our core principles include prioritizing patient-centric care, fostering teamwork, upholding integrity, and embracing compassion in all that we do. Together, we have the power to make a significant impact on the lives of our patients and contribute to the progress of healthcare in our community.

We are excited about the opportunity to collaborate with you, harnessing your skills and expertise to deliver exceptional care and service to our patients. If you have any inquiries or would like to explore more about Apollo Hospitals, please don't hesitate to contact our team.

Thank you for joining the Apollo Hospitals family. We are thrilled to begin this journey together, striving for excellence in healthcare.

Sincerely,

Team HR

Job Identification 40645
Posting Date 04/09/2026, 08:01 AM
Apply Before 04/30/2026, 08:01 AM
Degree Level Master's Degree
Job Schedule Full time
Locations 9th & 7th Floor, Madhapur, Hyderabad, 500008, IN

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