Call Center Agent

Position Description

Position Responsibility

• Answers phone calls politely and cordially.
• Maintains proper telephone etiquette.
• Facilitates patients to find the most appropriate physician for their questions and/or health-related complaints.
• Prioritises tasks, ensuring effective functioning of the area.
• Follows the chain of command in reporting incidents or concerns.
• Prioritises workload and completes correspondence on time.
• Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients' queries.
• Promotes incident, and customer complaint reporting to improve patient and family care.
• Provides patients with a brief history of physicians' accreditations and areas of speciality and other data which is relevant to the appointment type.
• Enters, modifies, or updates patient information, upon calling, in the
• *iConnect*
• system according to established criteria.
• Transfers call to the Call Centre Nurses when appropriate. Does not answer any medical/nursing-related questions or give medical/nursing advice.
• Schedules and books appointments as requested appropriately into
• *iConnect*
• and follows the clinic's guidelines in the booking process.
• Confirms appointments through SMS and/or phone calls as per policy.
• Transfer to a different physician, cancel or reschedule patients' appointments as per policy.
• Ensures charts are made available in the clinics at the appointment time by ordering them online from Medical Records or calling Medical Records if necessary.
• Informs walk-in patients telephonically regarding waiting time. Places a remark on "
• *Scheduler Note*
• ".
• For example, patients are informed regarding waiting time.
• Informs new customers to arrive 15 minutes before appointment time and to bring an identification card and insurance card according to the clinic's guidelines.
• Completes electronic telephone message form and emails it to the correct clinic with necessary details intact.
• Sends SMS messages are sent out before 10:00 a.m. for the next day's appointments.
• Follows-up calls are placed to those patients who have not confirmed their appointment times via SMS.
• Maintains current insurance expertise to answer basic questions from patients regarding insurance-related issues such as General Exclusions.
• Overbooks physicians according to clinic-defined standards.
• Ensures that all departmental reports and audit tools are compiled and completed timely and accurate manner.
• Assists in the orientation of new staff members to the Call Centre.
• Facilitates efficient Call Centre function by consulting and communicating with all co-workers.
• Maintains complete product knowledge at all times of all hospital features/services/prices/packages and hours of operations.
• Ensures that the place of work and the surrounding area are kept clean and organised at all times.
• Ensures a safe working environment through strict compliance with the Hospital Policies and Procedures regarding safety, infection and security.

Professional Experience

• Knowledge of customer service principles.
• Knowledge of basic computer literacy.
• Knowledge of adequate medical terminology.
• Knowledge of medical terminology or prior exposure to a medical environment.
• Knowledge of operator or call centre procedures is preferable.
• Skills in verbal and written communication in both English and Arabic.
• Ability to demonstrate computer literacy and work efficiently with digital tools.