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Job Descrption
- 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.
- 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.
- 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.
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