Summary
NMC Healthcare is hiring a Call Center Executive in Dubai. The role involves handling patient calls and enquiries, booking and managing appointments, updating doctors’ calendars, and collecting feedback or escalating complaints. The executive is expected to follow contact center procedures, maintain service KPIs and patient confidentiality, and work assigned shifts. Applicants need at least one year of contact center experience in a patient-focused environment and experience operating a multi-line switchboard.
The posting
As published on nmc.ae. Pulled from the employer's site and shown as they wrote it.
Key Accountabilities
Managing the Patient Experience
Responsibilities
Specific Responsibilities for this Role
Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
Maintaining departmental KPI’s.
Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.
Responsible for attending to all the incoming patient calls promptly, without delay.
Ensures call backs are completed in a timely manner.
Maintains clarity in communication and pleasant tone of voice at all times.
Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.
Assists the patient in the best way possible and creating a good impression
Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.
Responsible for booking appointments as well as clarifying enquiries related to the hospital services.
Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.
Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
Multitask and manage the call volumes as per the call process flow.
Promote the services of the hospital to patients.
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 NMC’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-house training programs.
Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
Maintains patient & staff confidentiality.
Demonstrates the ability to listen to others in promoting effective communication.
Appointment management including no shows, confirmation, cancellation & rescheduling.
Doctors calendar creation and updating & maintaining doctors notes.
Maintaining the duty change as per the unit protocol.
Qualifications
Minimum Qualification & Experiences
Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.