Call Center Agent

Role Overview

Call Center Agent at American Hospital Dubai in Dubai, providing telephonic scheduling and patient coordination services for the hospital's multiple clinics.

Role Purpose

To manage incoming patient calls, schedule appointments across clinic services, and support clinic operations by ensuring efficient patient flow, maintaining professional communication standards, and coordinating with clinic teams to optimize scheduling and service delivery.

Key Responsibilities

Patient Scheduling & Appointment Management

• Schedule and book appointments as requested appropriately into iConnect and follow clinic guidelines in the booking process.
• Coordinate booking of appointments to optimize clinic function.
• Execute the scope of services of each clinic represented and aid in directing patients to the most appropriate clinic for their specific needs.
• Transfer to a different physician, cancel or reschedule patients' appointments as per policy.
• Confirm appointments through SMS and/or phone calls as per policy.
• Send SMS messages before 10:00 a.m. for the next day's appointments.
• Follow-up calls are placed to those patients who have not confirmed their appointment times via SMS.
• Overbook physicians according to clinic-defined standards.
• Ensure charts are made available in the clinics at the appointment time by ordering them online from Medical Records or calling Medical Records if necessary.
• Inform walk-in patients telephonically regarding waiting time and place remark on "Scheduler Note".
• Inform new customers to arrive 15 minutes prior to appointment time and to bring identification card and insurance card according to clinic guidelines.

Patient Communication & Service

• Answer phone calls in a polite and cordial manner.
• Maintain proper telephone etiquette.
• Facilitate patients to find the most appropriate physician for their questions and/or health-related complaints.
• Provide patients with a brief history of physicians' accreditations and areas of specialty and other data which is relevant to the appointment type.
• Provide information to prospective customers and hospital staff by answering all specific inquiries regarding patients' queries.
• Maintain current insurance expertise to answer basic questions from patients regarding insurance-related issues such as General Exclusions.

Clinical Coordination & Data Management

• Enter, modify, or update patient information, upon calling, in the iConnect system according to established criteria.
• Transfer calls to the Call Center Nurses when appropriate.
• Do not answer any medical or nursing-related questions or give medical or nursing advice.
• Complete electronic telephone message form and email it to the correct clinic with necessary details intact.

Team Support & Operations

• Support the team members by answering daily inquiries.
• Provide coaching, guidelines and education to the team members.
• Monitor the skillsets assignment and the workflow and the volumes.
• Provide approved quality training and ensure the efficiency of the team members.
• Assess daily call quality using the call recording system.
• Assist call centre agents with handling complaints and patients' challenges.
• Monitor the real-time display screen and apply the necessary changes in order to maintain the target of abandoned calls.
• Assign daily breaks and monitor the agent's attendance.
• Monitor the agent's productivity and provide a daily agent performance report.
• Assist the team leader with the daily duty of Rota.
• Assist in the orientation of new staff members to the Call Center.
• Facilitate efficient Call Center function by consulting and communicating with all co-workers.

Compliance & Reporting

• Ensure a safe working environment through strict compliance with Hospital Policies and Procedures regarding safety, infection and security.
• Promote incident and customer complaint reporting to improve patient and family care.
• Follow the chain of command in reporting incidents or concerns.
• Ensure that all departmental reports and audit tools are compiled and completed timely and accurately.
• Support the successful achievements of Clinic Operations strategic goals.

Administrative & Workplace Management

• Prioritize tasks ensuring effective functioning of the area.
• Prioritize workload and complete correspondence in a timely manner.
• Maintain complete product knowledge at all times of all hospital features, services, prices, packages and hours of operations.
• Ensure that the place of work and surrounding area is kept clean and organized at all times.

Qualifications & Experience

• High school graduate.
• Previous operator or call centre experience is preferable.
• Exposure to or experience with customer service principles.
• Exposure to a medical environment.

Skills & Competencies

• Excellent English and Arabic verbal and written communication skills.
• Basic computer literacy.
• Demonstrate computer literacy and efficiency.
• Knowledge of adequate Medical Terminology.
• Medical Terminology or exposure to a medical environment.