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

Role Purpose

To manage incoming patient calls and administrative contact center operations with professionalism and efficiency, delivering excellent customer service while maintaining departmental key performance indicators and supporting the hospital's quality and safety standards.

Key Responsibilities

Patient Communication & Service Delivery

• Answer incoming calls, manage multiple lines simultaneously, and assist patients with various tasks.
• Schedule appointments and provide information about healthcare services.
• Confirm insurance details and route calls to appropriate healthcare personnel.
• Maintain excellent telephone etiquette and professionalism during all patient interactions.
• Maintain clarity in communication and a pleasant tone of voice at all times.
• Assist patients in the best way possible and create a good impression.
• Handle difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
• Demonstrate the ability to listen to others in promoting effective communication.
• Promote the services of the hospital to patients.

Call Operations & Management

• Attend to all incoming patient calls promptly without delay.
• Ensure call backs are completed in a timely manner.
• Manage call volumes and multitask as per the call process flow.
• Maintain a good average handling time while ensuring that the caller is satisfied and has been attended to.
• Be well versed with contact center processes including call hold, call transfer, message receipt, and call back as per specified guidelines.

Appointment & Administrative Management

• Manage appointments including no shows, confirmation, cancellation, and rescheduling.
• Create and update doctors' calendars and maintain doctors' notes.
• Clarify enquiries related to hospital services.
• Maintain duty change as per unit protocol.

Quality & Performance Management

• Maintain departmental KPIs.
• Liaison with the supervisor and the Head of Department to improve KPIs and overall patient experience.
• Collect and maintain feedback regarding services and communicate effectively with the concerned department regarding any complaints received from patients.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.

Compliance, Safety & Development

• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Maintain patient and staff confidentiality.
• Participate in scheduled in-house training programs and contribute to them.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.
• 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.