Head of Call Center

About Continental Hospitals:

Continental Hospitals, Hyderabad, is a leading multispecialty tertiary-care hospital offering comprehensive healthcare services across a wide range of medical and surgical specialties. With a strong focus on clinical excellence, patient safety, advanced medical technology and compassionate care, the hospital is committed to delivering high-quality, patient-centric healthcare. It provides a collaborative environment for medical professionals and healthcare teams to drive clinical innovation and enhance the overall patient experience.

Continental Hospitals | Hyderabad

We are looking for an experienced Call Centre Head to lead our hospital call center operations, drive patient engagement and ensure an excellent patient experience.

Mandatory Requirement: Candidates must have experience working in the Hospital / Healthcare industry. Candidates from other industries will not be considered.

Key Responsibilities:

• Lead and manage hospital call center operations and the customer care team.
• Oversee patient enquiries, appointment bookings, follow-ups and inbound/outbound calls.
• Drive appointment conversion, patient engagement and service quality.
• Monitor team performance, productivity, call quality and operational KPIs.
• Handle patient escalations and ensure timely resolution of concerns.
• Coordinate with doctors, OPD, IPD, billing, diagnostics and other hospital departments.
• Develop SOPs, improve processes and prepare regular MIS reports.
• Train, mentor and manage the team to achieve operational targets.

Candidate Profile:

• Proven experience in a leadership role within a hospital or healthcare organisation.
• Strong team management, communication and patient relationship skills.
• Experience in hospital appointment management, patient coordination and escalation handling.
• Strong analytical skills with the ability to monitor KPIs and drive performance.

Location: Nanakramguda, Financial Distt, Hyderabad.