Call Center Executive

Overview

• To ensure that phone calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the caller.
• **DUTIES AND RESPONSIBILITIES**
• Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
• + Maintaining the departmental KPI
• + Preparing the departmental duty roster as per the operational requirement
• + Liaison with the supervisor and the HOD to improve the KPI and customer service
• + Responsible for attending to all the incoming patient calls promptly, without delay as per the guidelines.
• + Maintains a record of any information or message received from the caller and communicates effectively to the concerned department/person
• + Maintains clarity in communication and pleasant tone of voice at all times
• + Well versed with the call center processes of call hold, call transfer, message receipt, call back etc as per specified guidelines
• + Assisting the caller in the best way possible and creating a good impression
• + Responsible for first call resolution to achieve the utmost patient satisfaction.
• + Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended to
• + Responsible for booking appointments as well as clarifying enquiries related to the hospital services
• + Responsible for collecting and maintaining feedback regarding the service and communicating effectively with the concerned department, regarding any complaints received from patients
• + Responsible to handle difficult/irate callers with calmness in a professional manner and escalate to the concerned department when needed
• + To multitask and manage the call volumes as per the call flow to maintain the KPI within the standards
• + To contribute to improving the departmental performance through the various tasks/projects that may be assigned
• + To promote the services of the hospital to patients who would be looking for it
• + To 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 organization’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-service training programs.
• + Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
• + Maintains confidentiality as per the agreement signed.
• + Demonstrates the ability to listen to others in promoting effective communication.
• + Develops thorough understanding of policies and procedures of the hospital and Demonstrates respect for them.
• + Carries out other duties when requested by the Head of department.
• **QUALIFICATION, EDUCATION, EXPERIENCE, SPECIAL SKILLS**
• Preferably a college graduate in any discipline.
• + Minimum 2-year experience as a call center agent in a patient focused environment and operation of multi-line switchboard system.
• + Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
• + Must have an exceptional interpersonal skill, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals, superior telephone etiquette skills
• + Patient focused; service oriented; patient & understanding.
• + Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure
• + Reliable, punctual, dependable, and responsive.
• + Excellent command of oral and written English.
• Arabic language advantageous/desirable but not essential.