Call Center Executive

Role Overview

Call Center Executive at NMC Healthcare, located at the hospital. The role ensures that all phone calls to and from the hospital are attended promptly, politely, and to the entire satisfaction of the caller.

Role Purpose

Deliver exceptional telephone service to patients and callers by answering inquiries promptly, managing call volumes efficiently, maintaining professional communication standards, and resolving issues on first contact while upholding hospital service standards and KPIs.

Key Responsibilities

Call Handling & Customer Service

• Maintain excellent telephone etiquette and professionalism while attending to patient calls.
• Attend to all incoming patient calls promptly and without delay as per guidelines.
• Maintain clarity in communication and a pleasant tone of voice at all times.
• Assist callers in the best way possible and create a good impression.
• Achieve first call resolution to ensure utmost patient satisfaction.
• Handle difficult or irate callers 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.
• Manage call volumes as per call flow to maintain KPI within standards and multitask accordingly.
• Maintain a good average handling time while ensuring the caller is satisfied and attended to completely.

Appointment & Enquiry Management

• Book appointments and clarify enquiries related to hospital services.
• Promote the services of the hospital to patients who are looking for them.

Call Center Operations

• Operate multi-line switchboard systems.
• Be well versed with call center processes including call hold, call transfer, message receipt, and call back procedures as per specified guidelines.
• Prepare the departmental duty roster as per operational requirement.
• Follow the duty schedule as assigned by the team leader or supervisor, including different shift timings as per departmental need.

Records & Communication

• Maintain records of any information or message received from callers.
• Communicate effectively to the concerned department or person.
• Collect and maintain feedback regarding service.
• Communicate effectively with the concerned department regarding any complaints received from patients.
• Maintain confidentiality as per the agreement signed.

Performance & Compliance

• Maintain departmental KPI.
• Liaise with the supervisor and Head of Department to improve KPI and customer service.
• Strictly adhere to the organization'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.
• Contribute to improving departmental performance through various tasks or projects that may be assigned.

Development & Training

• Participate and contribute to scheduled in-service training programs.
• Develop a thorough understanding of policies and procedures of the hospital and demonstrate respect for them.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.

General Duties

• Carry out other duties when requested by the Head of Department.

Qualifications & Experience

• College graduate in any discipline, preferably.
• Minimum 2 years of experience as a call center agent in a patient-focused environment.
• Experience with operation of multi-line switchboard systems.

Skills & Competencies

• Proficient technology application skills.
• Basic MS Office skills including Word, Excel, and PowerPoint.
• MS Outlook and Internet Explorer skills.
• Exceptional interpersonal skills.
• Maturity and good judgment.
• Ability to communicate in a professional manner with a diverse range of individuals.
• Superior telephone etiquette skills.
• Patient-focused and service-oriented mindset.
• Patient and understanding demeanor.
• Efficient organizational skills.
• Ability to handle multiple responsibilities under pressure while maintaining composure.
• Reliable, punctual, dependable, and responsive.
• Excellent command of oral and written English.
• Arabic language skills advantageous and desirable but not essential.