Call Center Agent

Role Overview

Call Center Agent at American Hospital Dubai. The role provides telephonic scheduling for patients and coordinates appointment booking across the hospital's many clinics.

Role Purpose

Support clinic operations and patient satisfaction by managing appointment scheduling, directing patients to appropriate physicians, and maintaining accurate patient records in the hospital system.

Key Responsibilities

Patient Communication

• Answer phone calls politely and cordially.
• Maintain proper telephone etiquette.
• Facilitate patients to find the most appropriate physician for their questions and health-related complaints.
• Provide information to prospective customers and hospital staff by answering specific inquiries regarding patients' queries.
• Inform new customers to arrive 15 minutes before appointment time and to bring an identification card and insurance card according to clinic guidelines.
• Inform walk-in patients telephonically regarding waiting time and place a remark on "Scheduler Note."

Appointment Scheduling & Management

• Schedule and book appointments as requested appropriately into iConnect and follow clinic guidelines in the booking process.
• 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 for the next day's appointments before 10:00 a.m.
• Place follow-up calls to 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 if necessary.

Patient Information & Records

• Enter, modify, or update patient information upon calling in the iConnect system according to established criteria.
• Provide patients with a brief history of physicians' accreditations, areas of speciality, and other data relevant to the appointment type.
• Complete electronic telephone message form and email it to the correct clinic with necessary details intact.
• Maintain current insurance expertise to answer basic questions from patients regarding insurance-related issues such as General Exclusions.

Quality & Safety

• Transfer calls to the Call Centre Nurses when appropriate and do not answer any medical or nursing-related questions or give medical or nursing advice.
• Prioritize tasks, ensuring effective functioning of the area.
• Promote incident and customer complaint reporting to improve patient and family care.
• Follow the chain of command in reporting incidents or concerns.
• Prioritize workload and complete correspondence on time.
• Ensure all departmental reports and audit tools are compiled and completed in a timely and accurate manner.
• Ensure that the place of work and surrounding area are kept clean and organized at all times.
• Ensure a safe working environment through strict compliance with Hospital Policies and Procedures regarding safety, infection, and security.

Team Support

• Assist in the orientation of new staff members to the Call Centre.
• Facilitate efficient Call Centre function by consulting and communicating with all co-workers.
• Maintain complete product knowledge at all times of all hospital features, services, prices, packages, and hours of operation.

Qualifications & Experience

• High School Graduate.
• Knowledge of customer service principles.
• Knowledge of operator or call centre procedures is preferable.

Skills & Competencies

• Knowledge of basic computer literacy.
• Ability to demonstrate computer literacy and work efficiently with digital tools.
• Knowledge of adequate medical terminology.
• Knowledge of medical terminology or prior exposure to a medical environment.
• Skills in verbal and written communication in both English and Arabic.