Call Center Executive

Tanqeeb; Abu Dhabi; On-site; AED 45,000 - 78,000; Full time

Job summary

Tanqeeb is seeking a Healthcare Call Center Agent to manage patient calls, book appointments and answer enquiries with professionalism. You will maintain KPI targets, handle call transfers and callbacks, and ensure patient confidentiality and infection control compliance, while delivering excellent service.

Shift-based role with multi-line capability and training provided. The ideal candidate has at least 1 year in a patient-focused contact center, strong communication skills, and the ability to

Qualifications

• Minimum 1 year experience as a contact center agent in a patient-focused environment.

Responsibilities

• Maintain excellent telephone etiquette and professionalism when answering patient calls.
• Manage inbound patient calls promptly and calmly.
• Book appointments and handle related enquiries.
• Maintain and improve departmental KPI’s.
• Transfer calls, take messages and manage callbacks as per guidelines.
• Ensure patient confidentiality and infection control compliance.
• Provide feedback to departments and escalate complaints as needed.
• Maintain good average handling time while ensuring patient satisfaction.

Skills

Telephone etiquette

Patient communication

KPI management

Appointment scheduling

Call center software

Multitasking

Confidentiality

Infection control

Tools

Multi-line switchboard

Job description

• 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 elevate 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.

Desired Candidate Profile

• Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.