Call Center Executive

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

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.