Medical Call Center Specialist

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

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