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

To manage incoming and outgoing patient calls with professionalism and efficiency, handling appointment scheduling, healthcare service inquiries, insurance verification, and call routing while maintaining high service standards and departmental KPIs.

Key Responsibilities

Patient Experience Management

• Maintain excellent telephone etiquette and professionalism when attending to patient calls.
• Attend to all incoming patient calls promptly without delay.
• Ensure call backs are completed in a timely manner.
• Maintain clarity in communication and pleasant tone of voice at all times.
• 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 properly attended to.
• Handle difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
• Multitask and manage call volumes as per the call process flow.
• Exercises effective interpersonal skills in dealings with department staff, colleagues, and management.
• Demonstrate the ability to listen to others in promoting effective communication.

Call Operations

• Answer incoming calls and manage multiple lines simultaneously.
• Operate multi-line switchboard system.
• Be well versed with contact center processes of call hold, call transfer, message receipt, and call back as per specified guidelines.
• Route calls to appropriate healthcare personnel.

Appointment & Scheduling Management

• Book appointments and clarify inquiries related to hospital services.
• Manage appointment scheduling including no shows, confirmation, cancellation, and rescheduling.
• Create and update doctors' calendars and maintain doctors' notes.
• Maintain duty changes as per unit protocol.

Information & Documentation

• Provide information about healthcare services.
• Confirm insurance details with patients.
• Collect and maintain feedback regarding services.
• Communicate effectively with the concerned department regarding any complaints received from patients.
• Maintain patient and staff confidentiality.

Performance & Compliance

• Maintain departmental KPIs.
• Liaise with the supervisor and Head of Department to improve KPIs and overall patient experience.
• Support Continuous Quality Improvement and participate and contribute to all quality assurance activities of the service.
• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Promote the services of the hospital to patients.

Professional Development

• Participate and contribute to scheduled in-house training programs.
• Follow the duty schedule as assigned by the team leader/supervisor, which includes different shift timings as per the need of the department.

Qualifications & Experience

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