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Call Center Executive

NMC Royal Hospital
Abu Dhabi, UAE
Full-time
Entry · 1+ years experience
Onsite
Discovered Today
multi-line switchboard system

Full Job Posting

Responsibilities

  • 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.

Qualifications

  • Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.

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