Call Center Agent
Key Responsibilities Assist in designing and implementing scheduling protocols under the supervision of the Screening Call Center Supervisor, ensuring operational efficiency and service quality.
Skills
About This Role
Key Responsibilities
- Assist in designing and implementing scheduling protocols under the supervision of the Screening Call Center Supervisor, ensuring operational efficiency and service quality.
- Oversee scheduling activities to ensure smooth, accurate, and efficient operations.
- Supervise and support scheduling staff, working closely with leadership to develop and implement training and skills enhancement programs.
- Maintain and update call center knowledgebase, ensuring all booking and scheduling protocols remain current.
- Monitor and control call center staff activities using Excel/CRM systems; ensure accuracy of data entry and provide feedback on performance and data issues.
- Respond to referrers’ needs, inquiries, and issues promptly while ensuring data accuracy across referral systems (e.g., BIS/Cerner).
- Coordinate proactively with relevant departments (e.g., HIM and Operations) to optimize patient throughput and service delivery.
- Develop and maintain awareness of evolving technologies and support implementation of process improvements.
- Prepare and submit required reports to management in a timely and accurate manner.
- Handle incoming calls professionally and courteously, maintaining high standards of customer service in addressing patient and physician scheduling needs.
- Schedule appointments in line with organizational, site, and system protocols.
- Verify and update patient and physician information accurately in system databases.
- Provide patients with clear and accurate preparatory information regarding procedures.
- Monitor system performance and provide feedback on quality and operational improvements.
- Track staff system usage (e.g., Cisco) and address non-compliance or performance issues through corrective actions.
- Prepare monthly and ad-hoc reports as assigned; manage multiple priorities in a fast-paced environment.
- Lead and support team performance to meet operational targets and service benchmarks.
- Demonstrate strong communication skills, providing clear verbal and written feedback to staff when required.
- Promote a proactive patient safety culture by identifying risks and implementing preventive measures.
- Identify, report, and follow up on patient safety concerns, incidents, and near misses in a timely manner.
- Ensure adherence to all patient safety policies, procedures, and protocols.
- Foster teamwork and maintain effective communication across teams.
- Partner with the line manager to identify operational risks, develop mitigation plans, and ensure shared accountability for implementation and evaluation.
- Maintain strict confidentiality of sensitive patient and organizational information.
- Attend required meetings, training sessions, and corporate initiatives.
- Perform any additional duties or responsibilities as assigned.
Qualifications
- Bachelor’s degree in Business Administration, Management, Health Sciences, or a related field.
Experience & Knowledge
- Minimum of 3–5 years of experience in a call center or healthcare environment.
- At least 2 years of experience in a supervisory or team leader role.
- Strong customer service experience is essential.
- Prior experience in a medical call center and knowledge of medical terminology is preferred.
Skills & Competencies
- Strong computer skills, including CRM and data management tools.
- Excellent supervisory and leadership abilities.
- Strong verbal and written communication skills in English; Arabic is an advantage.
- Ability to work effectively with individuals from diverse cultural backgrounds.
- High level of professionalism, integrity, and confidentiality.
- Self-motivated, proactive, and able to work independently.
- Ability to perform under pressure and manage multiple priorities.
- Strong organizational and problem-solving skills.
- High level of motivation, discipline, and accountability.
- Energetic, confident, and team-oriented personality.
- Pay: From QAR6,000.00 per hour
Experience
- similar role : 5 years (Required)
Language
- Arabic (Required)
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