Call Centre Executive - UAE National

Key Accountabilities

• Managing the Patient Experience 

Specific Responsibilities for this Role

• Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
• Maintaining departmental KPI’s.
• Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.
• Responsible for attending to all the incoming patient calls promptly, without delay.
• Ensures call backs are completed in a timely manner.
• Maintains clarity in communication and pleasant tone of voice at all times.
• Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.
• Assists the patient in the best way possible and creating a good impression 
• Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.
• Responsible for booking appointments as well as clarifying enquiries related to the hospital services.
• Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.
• Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
• Multitask and manage the call volumes as per the call process flow.
• Promote the services of the hospital to patients.
• Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department
• Strictly adheres to NMC’s regulations and policies especially those related to infection control,  patient safety & JCI.
• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service. 
• Participates and contributes to scheduled in-house training programs. 
• Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
• Maintains patient & staff confidentiality.
• Demonstrates the ability to listen to others in promoting effective communication.
• Appointment management including no shows, confirmation, cancellation & rescheduling.
• Doctors calendar creation and updating & maintaining doctors notes.
• Maintaining the duty change as per the unit protocol.

Key Accountabilities

• Managing the Patient Experience 

Specific Responsibilities for this Role

• Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
• Maintaining departmental KPI’s.
• Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.
• Responsible for attending to all the incoming patient calls promptly, without delay.
• Ensures call backs are completed in a timely manner.
• Maintains clarity in communication and pleasant tone of voice at all times.
• Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.
• Assists the patient in the best way possible and creating a good impression 
• Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.
• Responsible for booking appointments as well as clarifying enquiries related to the hospital services.
• Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.
• Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
• Multitask and manage the call volumes as per the call process flow.
• Promote the services of the hospital to patients.
• Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department
• Strictly adheres to NMC’s regulations and policies especially those related to infection control,  patient safety & JCI.
• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service. 
• Participates and contributes to scheduled in-house training programs. 
• Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
• Maintains patient & staff confidentiality.
• Demonstrates the ability to listen to others in promoting effective communication.
• Appointment management including no shows, confirmation, cancellation & rescheduling.
• Doctors calendar creation and updating & maintaining doctors notes.
• Maintaining the duty change as per the unit protocol.

Minimum Qualification & Experiences

Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.

Competencies

Core

Level

Exceptional Interpersonal Skills.

Proficient

Strong analytical and problem-solving skills.

Proficient

Excellent command of oral and written English. Arabic language desirable but not essential.

Proficient

Ability to think critically and maintain a high level of confidentiality.

Proficient

Proficiency in MS office. 

Proficient