Call Center Executive -UAEN

Overview

• To ensure that phone calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the caller.
• The primary aim of the call center is to assist customers with a high level of service, thereby leaving a positive Customer Experience.
• To ensure that all inbound and outbound calls are handled with the following metrics:
• First Call Resolution.
• Service Levels/ Response Time.
• Customer Satisfaction.
• Quality.
• Accessibility
• Accuracy
• Schedule Adherence.
• To always attend all the phone calls.
• To ensure that all calls are answered within three rings (20 second’s).
• To follow the NMC Standardized Call Center Script with the use of appropriate greetings, there by maintaining uniformity.
• Adhere to the appropriate Hold procedure and the use of efficient Transfer methods.
• Maintain the highest level of Quality on all calls.
• To ensure that accurate information is collected at all times, by executing proper listening skills and data entry methods.
• Caller's Name and Company/ Institution (with correct spelling)
• Contact details/ Patient File Number.
• + Efficient use of the Hospital Management system and tools, in order to schedule
• appointments and maintain patient confidentiality.
• + To maintain Courtesy and Professionalism with the use of appropriate voice
• Modulation and clarity of speech.
• To provide all callers with accurate and relevant information by focusing on First
• Call Resolution.
• + To exercise effective communication within internal departments of the
• organization.
• To handle customer concerns or complaints with the highest level of importance and resolve the concern effectively. Direct the caller to a supervisor or manager if the situation demands.
• To be up-to date with all company policies and also participate in all required
• training and development programs arranged by the HR and Training Department.
• Ensure to exhibit a willingness to help at all times. Works evenings, nights,
• Weekends and holidays according to the schedule compiled by head of department.
• Strictly adheres to organization’s regulations and policies especially those related
• to infection control, patient safety, EHSMS, HAAD, JCI and ISO.
• + Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
• Participates and contributes in scheduled in-service training programs, CNEs, CMEs, In house activities, conferences or other programs as requested.
• + Exercises effective interpersonal skills in dealings with department staff, associatesand 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.
• Preferably a college graduate in any discipline.
• + Clarity in communication while speaking to the caller.
• + Minimum 2-year experience as a call centre executive / telephone operator in a patient focused environment and operation of multi-line switchboard system preferred.
• + Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
• + Must have good interpersonal skills, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals; superior phone 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.