Call Center Executive -UAEN

To ensure that phone calls to and from the hospital are attended promptly, politely and to the entire 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. To ensure that all inbound and outbound calls are handled with the following metrics:
First Call Resolution, Service Levels, Response Time, Customer Satisfaction, Quality, Accessibility, Accuracy, Schedule Adherence.

• Always attend all phone calls.
• Ensure that all calls are answered within three rings (20 seconds).
• Follow the NMC Standardized Call Center Script with appropriate greetings, thereby maintaining uniformity.
• Adhere to the appropriate hold procedure and use efficient transfer methods.
• Maintain the highest level of quality on all calls.
• Accurately collect information at all times by executing proper listening skills and data entry methods: caller’s name and company institution, correct spelling, contact details, patient file number.
• Use the Hospital Management System and tools efficiently to schedule appointments and maintain patient confidentiality.
• Maintain courtesy and professionalism with appropriate voice modulation and clarity of speech.
• Provide all callers with accurate and relevant information by focusing on first call resolution.
• Exercise effective communication within internal departments of the organization.
• Handle customer concerns or complaints with the highest level of importance and resolve them effectively.
• Direct the caller to a supervisor or manager if the situation demands.
• Stay up‑to‑date with all company policies and participate in all required training and development programs arranged by HR and the Training Department.
• Work evenings, nights, weekends, and holidays according to the schedule compiled by the head of department.
• Strictly adhere to the organization’s regulations and policies, especially those related to infection control, patient safety, EHSMS, HAAD, JCI, and ISO.
• Support Continuous Quality Improvement and participate and contribute to all quality‑assurance activities of the service.
• Participate and contribute in scheduled in‑service training programs (CNEs, CMEs), in‑house activities, conferences or other programs as requested.
• Exercise effective interpersonal skills in dealings with department staff, associates, and management.
• Maintain confidentiality as per the signed agreement.
• Listen to others to promote effective communication.
• Develop a thorough understanding of hospital policies and procedures.
• Demonstrate respect for these policies.
• Carry out other duties when requested by the Head of Department.

• Preferably a college graduate in any discipline.
• Clarity in communication while speaking to the caller.
• Minimum 2‑year experience as a call center executive/telephone operator in a patient‑focused environment and operation of a multi‑line switchboard system preferred.
• Proficient technology application skills; basic MS Office (Word, Excel, Power Point), MS Outlook and Internet Explorer skills.
• Good interpersonal skills, maturity, good judgment and the ability to communicate in a professional manner with a diverse range of individuals; superior phone etiquette skills.
• Patient‑focused, service‑oriented and patient‑understanding.
• Efficient organizational skills with the ability to handle multiple responsibilities under pressure while maintaining composure.
• Reliable, punctual, dependable and responsive.
• Excellent command of oral and written English.
• Arabic language desirable but not essential.