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

Role Purpose

Manage the patient experience by answering incoming calls, managing multiple lines simultaneously, and assisting patients with scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel.

Key Responsibilities

Patient Interaction & Call Management

• Maintain excellent telephone etiquette and professionalism while attending to patient calls.
• Answer incoming calls and manage multiple lines simultaneously.
• 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 has been 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 call process flow.
• Demonstrate the ability to listen to others in promoting effective communication.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.

Appointment & Service Management

• Book appointments and clarify enquiries related to hospital services.
• Manage appointments including no shows, confirmation, cancellation, and rescheduling.
• Create and update doctors' calendars and maintain doctors' notes.
• Promote the services of the hospital to patients.

Contact Center Processes

• Demonstrate proficiency with contact center processes including call hold, call transfer, message receipt, and call back as per specified guidelines.
• Operate multi-line switchboard system.

Feedback & Compliance

• Collect and maintain feedback regarding services and communicate effectively with the concerned department regarding any complaints received from patients.
• Maintain patient and staff confidentiality.
• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.

Quality & Development

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

Scheduling & Operations

• Follow the duty schedule as assigned by the team leader or supervisor, which includes different shift timings as per the need of the department.
• Maintain duty changes as per unit protocol.

Qualifications & Experience

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

Skills & Competencies

• Exceptional interpersonal skills.
• Strong analytical and problem-solving skills.
• Excellent command of oral and written English.
• Arabic language desirable but not essential.
• Ability to think critically and maintain a high level of confidentiality.
• Proficiency in MS Office.

Additional Information

• Shift work required, including different shift timings as per departmental need.