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. You ensure calls to and from the hospital are attended promptly, politely, and to the entire satisfaction of the patient.

Role Purpose

Manage the patient experience by answering incoming calls, managing multiple lines simultaneously, and assisting patients with various tasks including scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel.

Key Responsibilities

Patient Communication & Service Delivery

• Maintain excellent telephone etiquette and professionalism while attending to patient calls.
• Attend to all incoming patient calls promptly, without delay.
• Maintain clarity in communication and pleasant tone of voice at all times.
• Demonstrate the ability to listen to others in promoting effective communication.
• Assist patients in the best way possible and create a good impression.
• Maintain a good average handling time while ensuring the caller is satisfied and has been attended to.
• Promote the services of the hospital to patients.

Call Management & Operations

• Operate multi-line switchboard systems according to specified guidelines.
• Manage call hold, call transfer, message receipt, and call back processes as per specified guidelines.
• Multitask and manage call volumes as per the call process flow.
• Ensure call backs are completed in a timely manner.
• Follow the duty schedule as assigned by the team leader or supervisor, including different shift timings as per departmental need.
• Maintain duty changes as per unit protocol.

Appointment & Administrative Management

• Book appointments and clarify enquiries related to hospital services.
• Manage appointments including no shows, confirmation, cancellation, and rescheduling.
• Create and update doctors' calendars and maintain doctors' notes.

Patient Feedback & Escalation

• Collect and maintain feedback regarding services.
• Communicate effectively with the concerned department regarding complaints received from patients.
• Handle difficult patients with calmness in a professional manner and escalate to the concerned department when needed.

Performance & Compliance

• Maintain departmental KPIs.
• Liaise with the supervisor and the Head of Department to improve KPIs and overall patient experience.
• Maintain patient and staff confidentiality.
• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Support Continuous Quality Improvement and participate and contribute to all quality assurance activities of the service.
• Participate and contribute to scheduled in-house training programs.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.

Qualifications & Experience

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