Call Center Executive

NMC Healthcare; Abu Dhabi; On-site; AED 72,000 - 108,000; Full time

Job summary

NMC Healthcare in Abu Dhabi seeks a customer-focused call center agent to provide exceptional service to patients by answering calls, scheduling appointments, and guiding them through hospital services. You will ensure professional, polite communication and efficient handling of inquiries while maintaining high patient satisfaction.

You will manage multi-line calls, update patient information, and escalate issues as needed, contributing to a positive patient experience and smooth clinic

Qualifications

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

Responsibilities

• Maintain excellent telephone etiquette and professionalism while attending patient calls.
• Liaise with supervisor and HOD to improve KPI’s and patient experience.
• Answer and manage incoming patient calls promptly and without delay.
• Ensure callbacks are completed in a timely manner.
• Maintain clarity in communication and pleasant tone of voice at all times.
• Familiar with call hold, transfer, message receipt and callbacks per guidelines.
• Assist patients to create a good impression and resolve queries.
• Maintain a good average handling time while ensuring caller satisfaction.
• Book appointments and clarify enquiries related to hospital services.
• Collect and communicate feedback to the appropriate department regarding complaints.
• Handle difficult patients calmly and escalate when needed.
• Multitask and manage call volumes per process flow.
• Promote hospital services to patients.
• Follow shift timings as assigned by team lead/supervisor.

Skills

Customer service

Telephone etiquette

Communication skills

Multitasking

Attention to detail

Job description

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. Those may include scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel

Responsibilities

Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls

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.

Demonstrates the ability to listen to others in promoting effective communication.

Doctors calendar creation and updating & maintaining doctors notes.

Maintaining the duty change as per the unit protocol

Qualifications

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

Job Info

• Job Identification 12545
• Job Category Administration
• Job Schedule Full time