Job Description

To ensure that phone calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the caller.

1. DUTIES AND RESPONSIBILITIES

1. Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls

   1. Maintaining the departmental KPI

   2. Preparing the departmental duty roster as per the operational requirement

   3. Liaison with the supervisor and the HOD to improve the KPI and customer service

   4. Responsible for attending to all the incoming patient calls promptly, without delay as per the guidelines.

   5. Maintains a record of any information or message received from the caller and communicates effectively to the concerned department/person

   6. Maintains clarity in communication and pleasant tone of voice at all times

   7. Well versed with the call center processes of call hold, call transfer, message receipt, call back etc as per specified guidelines

   8. Assisting the caller in the best way possible and creating a good impression

   9. Responsible for first call resolution to achieve the utmost patient satisfaction.

   10. Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended to

   11. Responsible for booking appointments as well as clarifying enquiries related to the hospital services

   12. Responsible for collecting and maintaining feedback regarding the service and communicating effectively with the concerned department, regarding any complaints received from patients

   13. Responsible to handle difficult/irate callers with calmness in a professional manner and escalate to the concerned department when needed

   14. To multitask and manage the call volumes as per the call flow to maintain the KPI within the standards

   15. To contribute to improving the departmental performance through the various tasks/projects that may be assigned

   16. To promote the services of the hospital to patients who would be looking for it

   17. To follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department

   18. Strictly adheres to organization’s regulations and policies especially those related to infection control, patient safety, JCI.

   19. Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.

   20. Participates and contributes to scheduled in-service training programs.

   21. Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.

   22. Maintains confidentiality as per the agreement signed.

   23. Demonstrates the ability to listen to others in promoting effective communication.

   24. Develops thorough understanding of policies and procedures of the hospital and Demonstrates respect for them.

   25. Carries out other duties when requested by the Head of department.

4. QUALIFICATION, EDUCATION, EXPERIENCE, SPECIAL SKILLS

1. Preferably a college graduate in any discipline.

   1. Minimum 2-year experience as a call center agent in a patient focused environment and operation of multi-line switchboard system.

   2. Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.

   3. 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

   4. Patient focused; service oriented; patient & understanding.

   5. Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure

   6. Reliable, punctual, dependable, and responsive.

   7. Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.