Healthcare Call Center Agent
7 months ago
**Via Medica International Healthcare LLC** is looking for an **Assistance Call Center Agent** for our International Division in Dubai Branch.
**Tasks and Responsibilities**:
- Answering response center phones in a timely and professional manner.
- Determine the clients' ID and utilize CRM software to ensure you are aware of the client’s critical details, KPI’s and specifics of service delivery and contractual obligations for each client.
- Maintain CRM software with each client’s details, including details of last call/event/procedure.
- Prepare operational reports and statistical data for the call center to monitor effectiveness and service delivery.
- Direct the patients call to the appropriate action center and/or take note of the client’s issues and raise them with the appropriate department during business hours depending on the client's CRM profile and which department they are interacting with.
- Gather and disseminate information as directed through the response center SOP’s.
- Ensure that contact and follow-through SOP’s are kept up to date for every specific area of responsibility and client.
- Direct the client's call to the appropriate action center and ensure he is engaged with them before terminating your involvement.
- Order the mobilization of specific response teams or individuals.
- Update vendor, contractor, client, and consultant information.
- Mediate audio and media conferencing between emergency response teams or individuals.
- Update the senior management on significant events.
- Make sure all contact and alert SOPs are followed.
- Keep meticulous records of all contacts, actions initiated, and all outcomes.
- Conduct pre-operational checks to ensure all communications and data recording equipment is working properly. Notify the appropriate support agency if there is an issue.
- Take part in practice response and tabletop exercises to ensure MERPs are working as designed and to client KPIs.
**Qualifications**:
- Bachelor's Degree
- Experience working in call/response centers desired.
- Experience working in a medical field, clinic, hospital or ambulance service desired but not necessary.
- Knowledge of International standards for ambulatory care and patient care services.
- Can speak English and Arabic Fluently
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