Call Centre Executive

Careers at UAE; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Careers at UAE is seeking a Call Centre Executive in Dubai to be the first point of contact for patients, delivering exceptional customer service and support. The role involves handling incoming calls, scheduling appointments, and guiding patients through hospital services with a focus on patient satisfaction.

Responsibilities include maintaining call quality, achieving KPI targets, coordinating with supervisory staff, and ensuring timely follow-ups while maintaining confidentiality and

Qualifications

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

Responsibilities

• Handle incoming calls with professional etiquette and ensure patient satisfaction.
• Maintain departmental KPIs and strive for continuous improvement.
• Coordinate with supervisor and HOD to enhance KPI performance and patient experience.
• Attend to all incoming patient calls promptly and resolve inquiries.
• Ensure timely call backs and clear, courteous communication.

Skills

Customer service

Communication skills

Multitasking

KPI tracking

Job description

Call Centre Executive

Job Description

• 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
• 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 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.