Telephone Operator

American Hospital Dubai; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

American Hospital Dubai is seeking a Switchboard/Customer Service professional to support the main telephone and emergency systems, directing patients to the correct areas and handling public announcements.

The role requires excellent English and Arabic communication, basic computer literacy, and familiarity with CQI and JCIA principles. You will maintain hospital extensions and assist in staff orientation for new operators.

Qualifications

• High School Diploma or equivalent.
• Strong English and Arabic communication skills.
• Basic computer literacy and familiarity with software.
• Exposure to CQI and JCIA principles.
• Familiarity with medical terminology.
• Experience with Cerner or similar systems is a plus.

Responsibilities

• Answer phone calls in a polite and cordial manner.
• Maintain proper telephone etiquette.
• Address patient complaints to the Clinic Manager/Supervisor promptly.
• Assist in onboarding new Switchboard staff.
• Coordinate with coworkers to ensure smooth operator function.
• Maintain up-to-date hospital extensions and contact lists.
• Update 24-hour Public Announcements via Public Address system.
• Respond to emergency calls per procedure.

Skills

Bilingual English/Arabic

Customer service

Basic computer literacy

CQI/JCIA awareness

Medical terminology

Education

High School Diploma

Tools

Cerner System

Job description

Job Description:

Supports the provision of safe, patient and family-focused quality care. Assists in the daily functioning of the unit/department in support of patient care while maintaining confidentiality. Supports the successful achievements of Clinic Operations strategic goals and the American Hospital Dubai mission and vision statement.Operates and administers the hospitals main telephone and emergency systems, by answering all incoming external and internal calls. Directs patients and customers to the appropriate area. Handles all emergency code calls and Public Announcements through the Public Address.

Responsibilities

• Answers phone calls in a polite and cordial manner.
• Maintains proper telephone etiquette.
• Handles patient complaints and addresses them to the concerned Clinic Manager/Supervisor in a timely manner without delay.
• Assists in the orientation of new staff members to the Switchboard.
• Facilitates efficient operator function by consulting and communicating with all co-workers.
• Maintains complete product knowledge at all times of all hospital features, services and hours of operations.
• Maintains caller flow by answering calls within three rings and ensures customer cue is at a minimum.
• Transfers call to appropriate staff/departments.
• Maintains and updates hospital extensions, call lists, physicians’ names, Department Heads and contact numbers.
• Creates all required 24-hour Public Announcements through the Public Address System.
• Performs continuous weekly testing of code Blue and Green systems.
• Responds to all emergency calls promptly according to the established procedure.
• Ensures that the place of work and surrounding area is kept clean and organized at all times.
• Reports equipment failure, safety and security issues, and or/reduction of supply inventory to the Patient Relations Supervisor/Coordinator.

Qualifications

• High School Graduate

PROFESSIONAL EXPERIENCE:

• Excellent English and Arabic verbal/written communication skills
• Basic computer literacy
• Exposure to/experience with customer service principles
• Exposure to/experience with Continous Quality Improvement (CQI) and Joint Commission International Accreditation (JCIA) principles
• Demonstrates adequate Medical Terminology
• Demonstrates computer literacy (in Cerner System) and efficiency