Call Center Executive -UAEN

Overview

You will be the first point of contact for our patients, providing them with exceptional customer service and support. Ensuring calls to and from the hospital are attended promptly, politely, and to the entire satisfaction of the patient.

• Maintain excellent telephone etiquette and professionalism while attending patient calls.
• Manage multiple lines simultaneously and help patients with various tasks, including scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel.
• Maintain departmental KPIs and liaise with the supervisor and HOD to improve KPIs and overall patient experience.
• Attend to all incoming patient calls promptly, ensuring callbacks are completed in a timely manner.
• Maintain clarity in communication and a pleasant tone of voice at all times.
• Be well‑versed with the contact center processes of call hold, call transfer, message receipt, and call back as per specified guidelines.
• Assist patients in the best way possible and create a good impression.
• Maintain a good average handling time while ensuring callers are satisfied and have been attended to.
• Book appointments and clarify enquiries related to the hospital services.
• Collect and maintain feedback regarding services and communicate effectively with the concerned department regarding complaints received from patients.
• Handle difficult patients calmly and professionally, escalating to the concerned department when needed.
• Multitask and manage the call volumes as per the call process flow.
• Promote the services of the hospital to patients.
• Follow the duty schedule as assigned by the team leader/supervisor, including different shift timings as per the department’s need.
• Strictly adhere to NMC regulations and policies, especially those related to infection control and patient safety.
• Participate in JCI Continuous Quality Improvement and contribute to all the quality assurance activities of the service.
• Participate in scheduled in‑house training programs.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.
• Maintain patient staff confidentiality.
• Demonstrate the ability to listen to others in promoting effective communication.
• Manage appointment logistics including no‑shows, confirmations, cancellations, and rescheduling. Create and update doctors’ calendars and maintain doctors’ notes.
• Maintain the duty change as per the unit protocol.

• Minimum 1 year experience as a contact center agent in a patient‑focused environment and operation of a multi‑line switchboard system.
• Knowledge of contact center processes: call hold, call transfer, message receipt, and call back.
• Understanding of NMC regulations and policies, especially infection control and patient safety.
• Excellent telephone etiquette and professionalism.
• Ability to maintain multiple conversations simultaneously and work efficiently under pressure.
• Strong interpersonal and communication skills, including the ability to listen and respond calmly to difficult situations.
• Experience in appointment management and maintaining accurate records.