Call Center Executive
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Key skills for this role
About the Role
NMC Health plc is hiring a Call Center Executive to serve as the first point of contact for patients, handling calls, scheduling appointments, and providing information about healthcare services.
Key Skills for This Role
Responsibilities
- Answer incoming calls, manage multiple lines simultaneously, and help patients with scheduling appointments, providing information, confirming insurance details, and routing calls
- Maintain departmental KPIs and overall patient experience
- Attend to all incoming patient calls promptly without delay
- Ensure call backs are completed in a timely manner
- Book appointments and clarify enquiries related to hospital services
- Collect and maintain feedback regarding services and communicate complaints to concerned departments
- Handle difficult patients with calmness and escalate when needed
- Promote hospital services to patients
- Adhere to NMC regulations and policies including infection control, patient safety, and JCI
- Manage appointments including no shows, confirmation, cancellation, and rescheduling
- Create and update doctors calendars and maintain doctors notes
Requirements
- Minimum 1 year experience as a contact center agent in a patient focused environment
- Experience with multi line switchboard system
- Excellent telephone etiquette and professionalism
- Ability to multitask and manage call volumes
Full Job Posting
Job Overview
- You will be the first point of contact for our patients, providing them with exceptional customer service and support.
- Ensuring calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the patient.
- Answering incoming calls, managing multiple lines simultaneously, and help patients with various tasks including scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel.
Specific Responsibilities
- 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.
Requirements
- Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi line switchboard system.
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