naukri
Call Center Executive
NMC GROUP SERVICES.
Sharjah, UAE
Mid-Senior
Onsite
Discovered 3 weeks ago
telephone etiquettepatient communicationcontact center processesappointment schedulingcall handling and escalationKPI monitoring
Free
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telephone etiquettepatient communicationcontact center processes
Role Overview
Handle patient calls and support a positive patient experience through professional, timely communication.
Maintain service quality, departmental KPIs, and contact center process standards.
Key Skills for This Role
telephone etiquettepatient communicationcontact center processesappointment schedulingcall handling and escalationKPI monitoring
Full Job Posting
Role Overview
Handle patient calls and support a positive patient experience through professional, timely communication.
Maintain service quality, departmental KPIs, and contact center process standards.
Responsibilities
- Answer incoming calls, complete callbacks, and manage call holds, transfers, messages, and escalations.
- Book appointments and respond to questions about hospital services.
- Manage confirmations, cancellations, rescheduling, and no-shows.
- Create and update doctors' calendars and notes.
- Collect patient feedback, communicate complaints, and promote hospital services.
- Manage call volumes while maintaining average handling time and caller satisfaction.
Requirements
- Maintain clear communication, professional telephone etiquette, and a pleasant tone of voice.
- Handle difficult patients calmly and escalate issues appropriately.
- Maintain patient and staff confidentiality.
- Follow assigned schedules, including varying shift timings.
Standards and Quality
- Follow organizational policies related to infection control, patient safety, and JCI standards.
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