Job Description

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:

1. First Call Resolution.

2. Service Levels/ Response Time.

3. Customer Satisfaction.

4. Quality.

5. Accessibility

6. Accuracy

7. Schedule Adherence.

1. To always attend all the phone calls.

2. To ensure that all calls are answered within three rings (20 second’s).

3. To follow the NMC Standardized Call Center Script with the use of appropriate greetings, there by maintaining uniformity.

4. Adhere to the appropriate Hold procedure and the use of efficient Transfer methods.

5. Maintain the highest level of Quality on all calls.

6. To ensure that accurate information is collected at all times, by executing proper listening skills and data entry methods.

7. Caller's Name and Company/ Institution (with correct spelling)

8. Contact details/ Patient File Number.

   1. Efficient use of the Hospital Management system and tools, in order to schedule

      appointments and maintain patient confidentiality.

   2. To maintain Courtesy and Professionalism with the use of appropriate voice

      Modulation and clarity of speech.

9. To provide all callers with accurate and relevant information by focusing on First

   Call Resolution.

   1. To exercise effective communication within internal departments of the

      organization.

10. 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.

11. 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.

12. 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.

13. Strictly adheres to organization’s regulations and policies especially those related

    to infection control, patient safety, EHSMS, HAAD, JCI and ISO.

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

14. Participates and contributes in scheduled in-service training programs, CNEs, CMEs, In house activities, conferences or other programs as requested.

    1. Exercises effective interpersonal skills in dealings with department staff, associates

    and Management.

15. Maintains confidentiality as per the agreement signed.

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

16. Develops thorough understanding of policies and procedures of the hospital and

17. demonstrates respect for them.

18. 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.