Call Center Executive
Role Overview
Serves as a first point of contact for patients, providing customer service and support by phone.
Ensures hospital calls are answered promptly and politely and supports a positive patient experience.
Key Skills for This Role
Full Job Posting
Role overview
Serves as a first point of contact for patients, providing customer service and support by phone.
Ensures hospital calls are answered promptly and politely and supports a positive patient experience.
Calls and patient support
- Answers incoming calls, manages multiple lines, and assists patients with hospital-related tasks.
- Provides information about healthcare services, confirms insurance details, and routes calls to appropriate personnel.
- Uses call holds, transfers, message receipt, and callbacks according to contact center guidelines.
- Handles difficult patients calmly, escalates issues when needed, and promotes hospital services.
Appointments and records
- Books, confirms, cancels, and reschedules appointments and manages no-shows.
- Creates, updates, and maintains doctors’ calendars and notes.
- Completes callbacks in a timely manner.
Service quality and coordination
- Maintains departmental KPIs and average handling time while ensuring callers are satisfied.
- Collects service feedback and communicates patient complaints to the relevant department.
- Works with supervisors and department heads to improve KPIs and the patient experience.
- Participates in continuous quality improvement, quality assurance activities, and scheduled in-house training.
Experience and conduct
- Requires at least one year of contact center agent experience in a patient-focused environment.
- Requires experience operating a multiline switchboard system.
- Requires professional telephone etiquette, clear communication, a pleasant tone, and effective listening and interpersonal skills.
- Must maintain patient and staff confidentiality and follow policies concerning infection control, patient safety, and JCI.
Schedule
- Follows the duty schedule assigned by the team leader or supervisor, including different shift timings as needed.
- Maintains duty changes according to unit protocol.
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