The Call Center Executive (CCE) is responsible for receiving, responding to, and handling customer requests (incoming/outgoing calls, etc.) to provide consultation, support appointment bookings, address inquiries, and assist with other customer requests related to the healthcare services of Hoan My Group.

This position plays a vital role in delivering the most convenient experience for customers seeking information or scheduling medical appointments within the network of hospitals and clinics under Hoan My Group. The role also connects customers with the hospital and clinic system, as well as relevant departments and specialized units, contributing to accurate, consistent, and timely communication of information.

Call Center Executive are responsible for maintaining professional and friendly communication standards, complying with operational procedures, call scripts, medical information confidentiality regulations, and the Group’s service standards. At the same time, they contribute to enhancing customer experience, customer satisfaction, and the Hoan My brand image.

Our CARE Values:

“Hoan My is guided by our CARE values: Commitment to Quality Care, Accountability for Outcomes, Respect for Our Communities, and Empathy with Our Patients. These principles shape how we work and how we treat one another. We seek people who put these values into practice and show excellence, innovation, and integrity in their work.”

Experience & Knowledge:

• Minimum 01 year of experience in a Call Center / Hotline / Customer Service position.
• Preference will be given to candidates with experience in healthcare, hospitals, clinics, health insurance, or healthcare services.
• Experience handling high call volumes and working in shifts under KPI-based performance management.
• Experience using call center systems, CRM platforms, or customer management software is an advantage.

Skills:

• Fluent spoken and written English
• Strong communication and customer service skills
• Problem-solving and issue-handling skills
• Strong computer skills and the ability to work effectively in a team

Others:

• Willing to work in shifts, including rotating shifts, evening shifts, weekends, and public holidays as assigned.
• Able to work under high pressure, handle large call volumes, and meet service quality KPIs.
• Committed to strictly complying with customer/patient information confidentiality regulations and the Group’s internal policies.
• In good health and physically able to work in a call center environment, including prolonged sitting and extended use of a computer and headset.
• Clear and pleasant speaking voice with neutral pronunciation (no speech impediments such as lisping or stuttering); no medical conditions affecting voice or hearing.
• Strong ability to maintain focus for extended periods and handle consecutive calls efficiently.