Call Center Executive

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Act as the initial point of contact for hospital patients, delivering exceptional customer service and support.

• Respond to incoming and outgoing hospital calls efficiently and professionally.

• Handle multiple phone lines at once.

• Schedule appointments and oversee no-shows, confirmations, cancellations, and rescheduling.

• Provide information regarding hospital healthcare services and address patient inquiries.

• Verify insurance information.

• Direct calls to the appropriate healthcare personnel.

• Ensure timely patient callbacks.

• Uphold telephone etiquette, professionalism, clarity, and a friendly tone.

• Follow contact center protocols for call holding, transferring, message taking, and callbacks.

• Maintain departmental KPIs and work with the supervisor and HOD to enhance KPIs and the patient experience.

• Gather and manage patient service feedback and relay complaints to the relevant department.

• Handle challenging patients with composure and escalate issues when necessary.

• Multitask and manage call volumes in accordance with process flow.

• Promote hospital services to patients.

• Adhere to assigned duty schedules, including varying shift times.

• Comply with NMC regulations and policies concerning infection control, patient safety, and JCI standards.

• Support continuous quality improvement initiatives and take part in quality assurance activities.

• Engage in scheduled in-house training programs.

• Protect patient and staff confidentiality.

• Create, update, and manage doctors' calendars and notes.

• Adjust duty changes in line with unit protocols.

⛳️ Requirements

• At least 1 year of experience as a contact center agent in a patient-centered environment.

• Proficient in operating a multi-line switchboard system.

🏝️ Benefits

• Comprehensive health benefits.

• Opportunities for professional development and training.

• Supportive work environment focused on teamwork.