Patient Happiness Executive

1 month ago


Dubai, United Arab Emirates NMC Healthcare Full time

The Call Centre agent responsibilities include greeting patients over phone and other platforms. Agent also responds to mails, messages and faxes. They gather information from patients through different platforms such as phones, mobile, mail etc. to book the appointments and service the requests.
- Manage large amounts of inbound and outbound calls in a timely manner.
- Follow communication “scripts” when handling different topics.
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
- Build sustainable relationships and engage customers by taking the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way.
- Handle phone inquiries from patients and others; screen calls to ascertain nature and urgency of inquiry; refer callers as appropriate and/or schedules appointments.
- Provides information about medical insurance coverage to patients and check the same diligently before sending the patient to the doctor. Collect the payment/ co-payment if any after checking the insurance eligibility, enter on the hospital information system and then send the patient for consultation/ any other services.
- Maintain working knowledge of the Hospital Information System, times of all clinics, duration of appointments, doctor’s duty roster, and procedure for booking appointments.
- Provide with information to the respective doctor/nurse for the call backs.
- Ensure operations are carried out uniformly according to the hospital policies and procedures.
- Participate in the Hospital training programs.
- Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department's services.
- Keeping strict compliance in confidentiality agreement and agree not to inappropriately access, disclose, copy, remove, use or give to any person or organization information of any nature related to the Hospital which the Hospital designates in writing as confidential or which a reasonable person would consider confidential, except in accordance with my Hospital duties, with its specific prior written authorization.
- Other duty assigned by the Head of Department but limited to the capacity of the employee and his/her designation and as of business needs.
- EDUCATION: Education requires graduation from an accredited University in any discipline
- EXPERIENCE: Work requires a minimum of one year of administrative in customer focused Environment experience
- QUALIFICATION: Must have an exceptional interpersonal skills, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals; superior phone etiquette skills and Patient focused; service oriented; patient & 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 desirable but not essential.



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