Call Center Agent - TP

Role Overview

Call Center Agent - TP at American Hospital Dubai, Dubai.

Role Purpose

Provide telephonic scheduling and appointment coordination for patients accessing American Hospital Dubai's clinic services. Support clinic operations by booking appointments efficiently, directing patients to appropriate services, and maintaining accurate patient information systems.

Key Responsibilities

Patient Scheduling & Appointment Management

• Answer phone calls in a polite and cordial manner.
• Maintain proper telephone etiquette.
• Provide telephonic scheduling for patients.
• Schedule and book appointments as requested into the iConnect system following clinic guidelines.
• Transfer calls to Call Center Nurses when appropriate and do not answer medical or nursing-related questions or provide medical or nursing advice.
• Transfer patients to different physicians, cancel, or reschedule appointments as per policy.
• Confirm appointments through SMS and/or phone calls as per policy.
• Ensure charts are made available in clinics at appointment time by ordering them online from Medical Records or calling Medical Records if necessary.
• Inform walk-in patients telephonically regarding waiting time and place remark on "Scheduler Note".
• Inform new customers to arrive 15 minutes prior to appointment time and to bring identification card and insurance card according to clinic guidelines.
• Send SMS messages out before 10:00 a.m. for the next day's appointments.
• Follow up calls to patients who have not confirmed their appointment times via SMS.
• Overbook physicians according to clinic-defined standards.

Patient & Information Services

• Facilitate patients to find the most appropriate physician for their questions and/or health-related complaints.
• Provide patients with brief history of physicians' accreditations and areas of speciality and other data relevant to the appointment type.
• Enter, modify, or update patient information in the iConnect system according to established criteria.
• Provide information to prospective customers and hospital staff by answering all specific inquiries regarding patients' queries.
• Maintain current insurance expertise to answer basic questions from patients regarding insurance-related issues such as General Exclusions.
• Maintain complete product knowledge at all times of all hospital features, services, prices, packages, and hours of operations.

Administrative & Documentation

• Complete electronic telephone message form and email it to the correct clinic with necessary details intact.
• Ensure that all departmental reports and audit tools are compiled and completed timely and accurate.

Work Environment & Compliance

• Ensure a safe working environment through strict compliance with Hospital Policies and Procedures regarding safety, infection, and security.
• Promote incident and customer complaint reporting to improve patient and family care.
• Follow the chain of command in reporting incidents or concerns.
• Ensure that the place of work and surrounding area is kept clean and organized at all times.

General Responsibilities

• Facilitate efficient Call Center function by consulting and communicating with all co-workers.
• Prioritize tasks ensuring effective functioning of the area.
• Prioritize workload and complete correspondence in a timely manner.
• Assist in the orientation of new staff members to the Call Center.

Qualifications & Experience

• High school graduate.
• Excellent English and Arabic verbal and written communication skills.
• Basic computer literacy.
• Exposure to and/or experience with customer service principles.
• Medical Terminology knowledge or exposure to a medical environment.
• Previous operator or call centre experience is preferable.

Skills & Competencies

• Telephone etiquette and professional communication.
• Patient information systems (iConnect).
• Customer service principles.
• Medical Terminology knowledge.
• Insurance knowledge.
• Product knowledge of hospital services.