Call Center Executive

NMC GROUP SERVICES.; Dubai; On-site; AED 50,000 - 78,000; Full time

Job summary

NMC Group Services in Dubai is seeking a proactive contact center agent to handle patient calls with courtesy and professionalism. You will manage appointment bookings, respond to inquiries about hospital services, and contribute to maintaining KPI targets while ensuring excellent patient experience.

You will liaise with supervisors and department heads, handle multiple calls, escalate issues when needed, and participate in in-house training.

Qualifications

• Excellent telephone etiquette and professionalism
• Strong communication and interpersonal skills
• Ability to maintain KPI targets and improve patient experience
• Multitasking and managing high call volumes
• Proficient in appointment management and patient scheduling
• Handling difficult patients calmly and professionally
• Team collaboration and adherence to hospital policies
• Knowledge of call center processes and escalation procedures
• Maintaining patient confidentiality and data protection

Responsibilities

• Attend patient calls with courtesy and professionalism
• Maintain departmental KPI targets and improve patient experience
• Liaise with supervisor and HOD to enhance KPIs
• Handle incoming calls promptly and ensure timely callbacks
• Manage appointment bookings and respond to service inquiries
• Provide feedback on services and communicate complaints to the relevant department
• Handle patient interactions calmly and escalate as needed
• Maintain average handling time while ensuring caller satisfaction
• Promote hospital services to patients
• Follow shift schedules and infection control and quality policies
• Participate in in-house training programs
• Maintain confidentiality of patient information
• Manage calendar for doctors and update notes
• No shows, cancellations, and rescheduling management

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 escape 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 changes as per the unit protocol
• Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.