Call Center Executive -UAEN

Overview

To ensure phone calls to and from the hospital are attended promptly, politely and to the satisfaction of the caller. The primary aim of the call center is to assist customers with a high level of service, thereby leaving a positive Customer Experience.

• Ensure inbound and outbound calls are handled with the following metrics:
• First Call Resolution.
• Service Levels / Response Time.
• Customer Satisfaction.
• Quality.
• Accessibility.
• Accuracy.
• Schedule Adherence.
• Answer all calls within three rings (20 seconds).
• Follow the NMC Standardized Call Center Script with appropriate greetings to maintain uniformity.
• Adhere to hold procedures and efficient transfer methods.
• Maintain highest quality on all calls.
• Collect accurate information: caller’s name and company, contact details / patient file number.
• Efficiently use the Hospital Management system and tools for scheduling appointments while maintaining confidentiality.
• Use appropriate voice modulation and clarity of speech to maintain courtesy and professionalism.
• Provide accurate and relevant information focusing on first call resolution.
• Exercise effective communication within internal departments of the organization.
• Handle customer concerns or complaints with importance and resolve effectively; refer to a supervisor or manager if required.
• Stay up‑to‑date with company policies; participate in required training and development programs provided by HR and Training Department.
• Always willing to help; work evenings, nights, weekends and holidays per schedule.
• Strictly adhere to organization’s regulations and policies (infection control, patient safety, EHSMS, HAAD, JCI and ISO).
• Support continuous quality improvement and participate in quality assurance activities.
• Participate in scheduled in‑service training programs, CNEs, CMEs, in‑house activities, conferences or other requested programs and exercise effective interpersonal skills with department staff and management.
• Maintain confidentiality as per signed agreements; demonstrate active listening in communication.
• Develop thorough understanding of hospital policies and procedures and demonstrate respect for them.
• Carry out other duties when requested by Head of department.

• Preferably a college graduate in any discipline.
• Clear communication while speaking to callers.
• Minimum 2‑year experience as a call centre executive / telephone operator in a patient‑focused environment; operation of multi‑line switchboard system preferred.
• Proficient technology skills:
  Basic MS Office (Word, Excel, PowerPoint), MS Outlook and Internet Explorer.
• Good interpersonal skills, maturity, good judgment and capable of communicating professionally with diverse individuals; superior phone etiquette skills.
• Patient‑focused, service oriented, patient‑and‑understanding.
• Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure.
• Reliable, punctual, dependable and responsive.
• Excellent command of oral and written English;
  Arabic language advantageous but not essential.