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

Role Purpose

Answer incoming calls, manage multiple lines simultaneously, and assist 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 & Call Management

• Answer all incoming patient calls promptly without delay.
• Manage multiple telephone lines simultaneously.
• Maintain excellent telephone etiquette and professionalism during all patient interactions.
• Maintain clarity in communication and pleasant tone of voice at all times.
• Demonstrate the ability to listen to others in promoting effective communication.
• Route calls to appropriate healthcare personnel as needed.
• Ensure callbacks are completed in a timely manner.
• Multitask and manage call volumes as per the call process flow.

Appointment & Service Management

• Book appointments for patients.
• Manage appointment records including no-shows, confirmations, cancellations, and rescheduling.
• Create and update doctors' calendars.
• Maintain doctors' notes.
• Clarify patient enquiries related to hospital services.
• Confirm insurance details with patients.
• Promote the services of the hospital to patients.

Quality & Performance

• Maintain excellent average handling time while ensuring caller satisfaction.
• Maintain departmental KPIs.
• Liaise with the supervisor and Head of Department to improve KPIs and overall patient experience.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.

Difficult Situations & Feedback Management

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

Contact Center Processes & Compliance

• Demonstrate proficiency with contact center processes including call hold, call transfer, message receipt, and callback as per specified guidelines.
• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Maintain patient and staff confidentiality.
• Maintain the duty change as per unit protocol.

Professional Development & Collaboration

• Follow the duty schedule as assigned by the team leader or supervisor, which includes different shift timings as per the needs of the department.
• Participate in 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.