Call Center Agent
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Key skills for this role
About the Role
American Hospital Dubai is seeking a Call Center Agent to handle patient scheduling and inquiries. The role requires a high school diploma, knowledge of customer service principles, basic computer literacy, and medical terminology.
Key Skills for This Role
Responsibilities
- Answers phone calls politely and cordially, maintaining proper telephone etiquette
- Facilitates patients to find the most appropriate physician for their questions and/or health related complaints
- Schedules and books appointments as requested appropriately into iConnect system
- Confirms appointments through SMS and/or phone calls as per policy
- Transfers call to Call Centre Nurses when appropriate; does not answer medical/nursing related questions
- Maintains current insurance expertise to answer basic questions from patients regarding insurance related issues
- Overbooks physicians according to clinic defined standards
- Ensures that all departmental reports and audit tools are compiled and completed timely and accurately
Requirements
- High School Graduate
- Knowledge of customer service principles
- Knowledge of basic computer literacy
- Knowledge of adequate medical terminology
- Knowledge of operator or call centre procedures is preferable
- Skills in verbal and written communication in both English and Arabic
- Ability to demonstrate computer literacy and work efficiently with digital tools
Full Job Posting
Position Description
- Provides telephonic scheduling for patients calling with one of the many services of the American Hospital Dubai.
- Coordinates the booking of appointments to optimise clinic function.
- Supports the successful achievements of the Clinic Operations strategic goals.
- Executes the scope of services of each Clinic represented and will aid in directing the patients to the most proper clinic for their specific needs.
Position Responsibility
- Answers phone calls politely and cordially.
- Maintains proper telephone etiquette.
- Facilitates patients to find the most appropriate physician for their questions and/or health related complaints.
- Prioritises tasks, ensuring effective functioning of the area.
- Follows the chain of command in reporting incidents or concerns.
- Prioritises workload and completes correspondence on time.
- Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients' queries.
- Promotes incident, and customer complaint reporting to improve patient and family care.
- Provides patients with a brief history of physicians' accreditations and areas of speciality and other data which is relevant to the appointment type.
- Enters, modifies, or updates patient information, upon calling, in the iConnect system according to established criteria.
- Transfers call to the Call Centre Nurses when appropriate. Does not answer any medical/nursing related questions or give medical/nursing advice.
- Schedules and books appointments as requested appropriately into iConnect and follows the clinic's guidelines in the booking process.
Position Qualification
- High School Graduate
Professional Experience
- Knowledge of customer service principles.
- Knowledge of basic computer literacy.
- Knowledge of adequate medical terminology.
- Knowledge of medical terminology or prior exposure to a medical environment.
- Knowledge of operator or call centre procedures is preferable.
- Skills in verbal and written communication in both English and Arabic.
- Ability to demonstrate computer literacy and work efficiently with digital tools.
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