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

Role Purpose

To answer incoming calls, manage multiple lines simultaneously, and assist patients with various tasks including scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel.

Key Responsibilities

Call Management

• Attend to all incoming patient calls promptly, without delay.
• Manage multiple lines simultaneously and handle call volumes as per the call process flow.
• Ensure callbacks are completed in a timely manner.
• Maintain clarity in communication and a pleasant tone of voice at all times.
• Maintain excellent telephone etiquette and professionalism while attending to patient calls.
• Operate multi-line switchboard systems according to specified guidelines.
• Execute contact center processes including call hold, call transfer, message receipt, and call back procedures.
• Maintain a good average handling time while ensuring the caller is satisfied and fully attended to.

Appointment & Service Support

• 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.
• Assist patients in the best way possible and create a good impression.

Patient Experience & Feedback

• Collect and maintain feedback regarding services.
• Communicate effectively with the concerned department regarding any complaints received from patients.
• Handle difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.

Performance & Compliance

• Maintain departmental KPIs.
• Liaise with the supervisor and the Head of Department to improve KPIs and overall patient experience.
• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Support Continuous Quality Improvement and participate and contribute to all quality assurance activities of the service.
• Maintain patient and staff confidentiality.
• Demonstrate the ability to listen to others in promoting effective communication.
• Participate 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 of experience as a contact center agent in a patient-focused environment.
• Experience in operation of multi-line switchboard systems.

Skills & Competencies

• Telephone etiquette and professionalism.
• Multitasking and call volume management.
• Effective interpersonal and communication skills.
• Ability to listen actively to promote effective communication.
• Ability to handle difficult situations with calmness and professionalism.

Additional Information

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