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, ensuring all calls to and from the hospital are answered promptly, politely, and to the entire satisfaction of patients.

Role Purpose

To deliver outstanding patient-centered customer service by managing incoming and outgoing calls, scheduling appointments, providing healthcare information, and routing inquiries to appropriate personnel while maintaining high standards of professionalism and departmental key performance indicators.

Key Responsibilities

Call Management

• Answer incoming calls and manage multiple lines simultaneously.
• Attend to all incoming patient calls promptly without delay.
• Demonstrate competency with contact center processes including call hold, call transfer, message receipt, and call back as per specified guidelines.
• Ensure call backs are completed in a timely manner.
• Multitask and manage call volumes as per the call process flow.
• Maintain a good average handling time while ensuring the caller is satisfied and has been attended to.

Patient Service & Support

• Assist patients with various tasks in the best way possible.
• Schedule appointments and manage appointments including no shows, confirmation, cancellation, and rescheduling.
• Provide information about healthcare services.
• Confirm insurance details.
• Clarify enquiries related to hospital services.
• Route calls to appropriate healthcare personnel.
• Create a good impression and promote the services of the hospital to patients.

Communication & Professionalism

• Maintain excellent telephone etiquette and professionalism while attending to patient calls.
• Maintain clarity in communication and pleasant tone of voice at all times.
• Handle difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
• Demonstrate the ability to listen to others in promoting effective communication.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.
• Maintain patient and staff confidentiality.

Performance & Quality

• Maintain departmental KPIs.
• Liaise with the supervisor and the HOD to improve KPIs and overall patient experience.
• Collect and maintain feedback regarding services and communicate effectively with the concerned department regarding any complaints received from patients.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.
• Participate in and contribute to scheduled in-house training programs.

Scheduling & Administrative

• Create and update doctors' calendars and maintain doctors' notes.
• Follow the duty schedule as assigned by the team leader or supervisor, which includes different shift timings as per the need of the department.
• Maintain duty changes as per unit protocol.

Compliance & Standards

• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.

Qualifications & Experience

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