Call Center Executive
Role Overview
Serve as the first point of contact for patients, providing customer service and support by phone.
Answer hospital calls promptly and politely and help callers with appointments, service information, insurance details, and call routing.
Key Skills for This Role
Full Job Posting
Role overview
Serve as the first point of contact for patients, providing customer service and support by phone.
Answer hospital calls promptly and politely and help callers with appointments, service information, insurance details, and call routing.
Call handling and patient support
- Manage multiple incoming lines, callbacks, call holds, transfers, messages, and call volumes according to contact center processes.
- Book, confirm, cancel, and reschedule appointments; manage no-shows and answer enquiries about hospital services.
- Route callers to appropriate healthcare personnel and promote hospital services to patients.
- Maintain telephone etiquette, clear communication, a pleasant tone, and an appropriate average handling time while ensuring caller satisfaction.
- Collect service feedback, communicate complaints to relevant departments, and handle difficult patients calmly with escalation when needed.
Performance and administration
- Maintain departmental KPIs and liaise with the supervisor and HOD to improve KPIs and patient experience.
- Create, update, and maintain doctors' calendars and notes.
- Follow duty schedules and changes according to unit protocol.
- Participate in in-house training, quality assurance, and continuous quality improvement activities.
Experience requirement
- Minimum 1 year of experience as a contact center agent in a patient-focused environment.
- Experience operating a multiline switchboard system.
Policies and conduct
- Adhere to organizational regulations and policies, especially those related to infection control, patient safety, and JCI.
- Maintain patient and staff confidentiality and communicate effectively with colleagues, department staff, and management.
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