Call Center Executive

Key Accountabilities
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Managing the Patient Experience
Specific Responsibilities for this Role
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Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
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Maintaining departmental KPI’s.
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Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.
-
Responsible for attending to all the incoming patient calls promptly, without delay.
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Ensures call backs are completed in a timely manner.
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Maintains clarity in communication and pleasant tone of voice at all times.
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Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.
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Assists the patient in the best way possible and creating a good impression
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Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.
-
Responsible for booking appointments as well as clarifying enquiries related to the hospital services.
-
Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.
-
Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
-
Multitask and manage the call volumes as per the call process flow.
-
Promote the services of the hospital to patients.
-
Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department
-
Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.
-
Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
-
Participates and contributes to scheduled in-house training programs.
-
Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
-
Maintains patient & staff confidentiality.
-
Demonstrates the ability to listen to others in promoting effective communication.
-
Appointment management including no shows, confirmation, cancellation & rescheduling.
-
Doctors calendar creation and updating & maintaining doctors notes.
-
Maintaining the duty change as per the unit protocol.
Key Accountabilities
-
Managing the Patient Experience
Specific Responsibilities for this Role
-
Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
-
Maintaining departmental KPI’s.
-
Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.
-
Responsible for attending to all the incoming patient calls promptly, without delay.
-
Ensures call backs are completed in a timely manner.
-
Maintains clarity in communication and pleasant tone of voice at all times.
-
Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.
-
Assists the patient in the best way possible and creating a good impression
-
Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.
-
Responsible for booking appointments as well as clarifying enquiries related to the hospital services.
-
Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.
-
Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
-
Multitask and manage the call volumes as per the call process flow.
-
Promote the services of the hospital to patients.
-
Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department
-
Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.
-
Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
-
Participates and contributes to scheduled in-house training programs.
-
Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
-
Maintains patient & staff confidentiality.
-
Demonstrates the ability to listen to others in promoting effective communication.
-
Appointment management including no shows, confirmation, cancellation & rescheduling.
-
Doctors calendar creation and updating & maintaining doctors notes.
-
Maintaining the duty change as per the unit protocol.
Minimum Qualification & Experiences
Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.
Competencies
Core
Level
Exceptional interpersonal skills.
Proficient
Strong analytical and problem-solving skills.
Proficient
Excellent command of oral and written English. Arabic language desirable but not essential.
Proficient
Ability to think critically and maintain a high level of confidentiality.
Proficient
Proficiency in MS office.
Proficient