Medical Associate - Appointment Setter

dnata Travel Inc.; Mabalacat; On-site; PHP 240,000 - 360,000; Full time

Job summary

Emirates Medical Services in Clark, Pampanga is seeking call center personnel for medical and dental booking support, handling emails and calls from senior management and crew, and maintaining confidential medical records. The role requires nursing/ allied medicine background, a positive phone manner, and willingness to work shifts and holidays.

You will undergo intensive training on complex products, achieve KPIs, and collaborate with teams to ensure high service standards for all accounts

Qualifications

• Bachelor’s Degree in a relevant nursing and allied medicine field.
• Demonstrate excellence in customer service by achieving specified performance standards.
• Be willing to work in a contact centre environment with colleagues across departments.
• Adhere to set work schedules to ensure staffing levels.
• Must have a positive attitude and a telephone-friendly demeanour.
• Willingness to undergo intensive training in complex products.

Responsibilities

• Answer Emirates Medical Services calls and emails from Emirates senior management, pilots, cabin crews and dependents.
• Handle medical and dental booking appointments and follow administrative processes.
• Keep and manage medical records with confidentiality.
• Receive EAP cases, triage and book appointments following processes.
• Answer emergency calls to the Medical Hotline and triage as needed.
• Achieve individual KPIs and quality scores; upsell as appropriate.
• Provide accurate product/service information for all accounts.
• Escalate priority issues to Team Leader when needed.
• Work on multiple accounts to boost productivity.
• Stay knowledgeable on SOPs and Work Instructions.
• Other tasks may be assigned.

Skills

Customer service

Communication

Teamwork

Problem solving

Telephone manner

Initiative

Shift work

Relocation to Clark

Education

Bachelor’s Degree in nursing or allied medicine

Job description

Minimum Requirements:

• Applicants must be willing to work and relocate to Clark, Pampanga.

• Applicants must be a Filipino citizen or have a relevant residence status

• Bachelor’s Degree in a relevant nursing and allied medicine field

• Clinical medical experience is an advantage

• Demonstrate excellence in customer service by achieving specified performance standards

• Have a positive attitude to delivering excellence in customer service in a contact centre environment and dealing with colleagues within and outside his department

• Adhere to set work schedules to ensure correct staffing levels at the department are maintained

• Have a mature attitude coupled with high degree of work ethic

• Have an enthusiastic and confident telephone manner with a ‘smile in the voice’

• Be self-motivated and able to apply initiative to solve problems

• Be effective in a team-based environment and supportive of team objectives

• Communicate information effectively in a friendly and supportive manner

• Show the ability and willingness to undertake intensive training in complex products

• Must be willing to work on shifting schedule.

• Must be willing to work on holidays and weekends.

Key Responsibilities and Accountabilities:

• Responsible for answering Emirates Medical Services calls and emails from Emirates senior management, pilots, cabin crews and their eligible dependents.

• Handle medical and dental booking appointments, follow administrative processes and GCAA requirements for licensed flying crew

• Keep and manage medical records with utmost confidentiality

• Receive Employee Assistance Program cases, triage and book appointments following administrative processes.

• Receive and handle emergency calls coming to the Medical Hotline.

• Handle and triage as necessary the cases coming from the Medical Advise line.

• Achieve individual Key Performance Indicators (KPIs) to ensure agreed Service Levels are met. This will consist of meeting or bettering a set number of actions per working hour.

• Provide customers with specific and accurate product and service information to maintain quality service provision for all accounts

• Identify and upscale priority issues to a Team Leader when necessary in order to uphold quality of service to all customers

• Have the capability to work on different accounts on a simultaneous basis to enhance overall productivity

• Achieve or surpass a set call Quality score on a weekly and monthly basis which will involve having calls recorded and assessed by a Quality officer / Team Leader

• Stay fully knowledgeable on all aspects of each assigned account/s. Subject matters include but are not limited to revised Standard Operating Procedures, Work Instructions, etc

• Other tasks may be assigned