Call Center Executive

Role Overview

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

Role Purpose

To deliver outstanding patient-focused telephone support by managing incoming and outgoing calls, scheduling appointments, providing healthcare information, and routing inquiries to appropriate personnel while maintaining high service standards and departmental KPIs.

Key Responsibilities

Call Management

• Answer incoming calls and manage multiple lines simultaneously without delay.
• Maintain excellent telephone etiquette and professionalism during all patient interactions.
• Execute call hold, call transfer, message receipt, and call back functions in accordance with specified guidelines.
• Ensure callbacks are completed in a timely manner.
• Multitask and manage call volumes according to call process flow.
• Maintain a good average handling time while ensuring caller satisfaction.

Patient Service & Support

• Assist patients with appointment scheduling, healthcare service information, insurance detail confirmation, and general inquiries.
• Clarify enquiries related to hospital services and book appointments.
• Promote hospital services to patients.
• Handle difficult patients with calmness and professionalism, escalating to the appropriate department when needed.
• Maintain clarity in communication and a pleasant tone of voice at all times.
• Create positive impressions and ensure patients feel attended to.

Quality & Performance Management

• Maintain departmental KPIs.
• Liaise with supervisor and Head of Department to improve KPIs and overall patient experience.
• Support Continuous Quality Improvement and participate in all quality assurance activities.
• Participate in and contribute to scheduled in-house training programs.

Appointment & Administrative Management

• Manage appointments including no shows, confirmation, cancellation, and rescheduling.
• Create and update doctor calendars and maintain doctor notes.
• Maintain duty change records according to unit protocol.

Feedback & Compliance

• Collect and maintain feedback regarding services.
• Communicate effectively with concerned departments regarding patient complaints.
• Maintain patient and staff confidentiality.
• Strictly adhere to NMC regulations and policies, particularly those related to infection control, patient safety, and JCI standards.

Interpersonal & Professional Development

• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.
• Demonstrate the ability to listen actively to promote effective communication.
• Follow duty schedule as assigned by team leader/supervisor, including different shift timings as required.

Qualifications & Experience

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

Skills & Competencies

• Multi-line switchboard system operation.
• Contact center processes and call management.
• Patient service and customer support.
• Telephone etiquette and professional communication.
• Appointment scheduling and management.
• Problem-solving and conflict resolution with difficult patients.
• Effective interpersonal and communication skills.
• Active listening ability.
• Multitasking and call volume management.
• Attention to detail and record-keeping.

Additional Information

• Shift patterns vary as per departmental need and are assigned by team leader/supervisor.
• Must comply with NMC regulations and policies including infection control, patient safety, and JCI standards.