Call Center Executive

Role Overview

Call Center Executive at NMC Healthcare. You will be the first point of contact for patients, providing exceptional customer service and support by ensuring calls to and from the hospital are attended promptly, politely, and to the entire satisfaction of the patient.

Role Purpose

Manage incoming patient calls and support functions by answering calls, handling multiple lines simultaneously, scheduling appointments, providing healthcare service information, confirming insurance details, and routing calls to appropriate healthcare personnel while maintaining excellent telephone etiquette, professionalism, and patient satisfaction.

Key Responsibilities

Call Management

• Answer incoming calls promptly without delay.
• Manage multiple telephone lines simultaneously.
• Ensure call backs are completed in a timely manner.
• Maintain clarity in communication and pleasant tone of voice at all times.
• Maintain a good average handling time while ensuring the caller is satisfied and has been attended to.
• Multitask and manage call volumes as per call process flow.

Patient Support & Service

• Schedule appointments for patients.
• Provide information about healthcare services.
• Confirm insurance details with patients.
• Book appointments and clarify enquiries related to hospital services.
• Assist patients in the best way possible and create a good impression.
• Promote the services of the hospital to patients.
• Handle difficult patients with calmness in a professional manner and escalate to the concerned department when needed.

Contact Center Operations

• Be well versed with contact center processes of call hold, call transfer, message receipt, and call back as per specified guidelines.
• Manage appointment details including no shows, confirmation, cancellation, and rescheduling.
• Create and update doctors' calendars and maintain doctors' notes.
• Maintain duty changes as per unit protocol.
• Follow the duty schedule as assigned by the team leader/supervisor, which includes different shift timings as per departmental need.

Feedback & Communication

• Collect and maintain feedback regarding services.
• Communicate effectively with the concerned department regarding any complaints received from patients.

Performance & Quality

• Maintain excellent telephone etiquette and professionalism while attending to patient calls.
• Maintain departmental KPIs.
• Liaise with the supervisor and Head of Department to improve KPIs and overall patient experience.
• Support Continuous Quality Improvement and participate and contribute to all quality assurance activities of the service.

Compliance & Professional Development

• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Maintain patient and staff confidentiality.
• Participate and contribute to scheduled in-house training programs.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.
• Demonstrate the ability to listen to others in promoting effective communication.

Qualifications & Experience

• Minimum 1 year experience as a contact center agent in a patient-focused environment.
• Operation of multi-line switchboard system.