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Call Centre Executive
3 months ago
**Greets patients and families **to understand the nature of their inquiries.
- **Provides information **or refers patients to appropriate contacts within or outside the organization
- **Advocates for patients' rights **concerning confidentiality, education, and information
- **Develops and maintains feedback/complaint procedures **to ensure patients have a way to address grievances
- **Communicates daily updates **and pertinent information to the Floor Supervisor
- **Ensures smooth patient flow **and provides excellent customer service by creating a friendly environment
- **Checks medical insurance coverage **for patients and verifies the details before directing them to the doctor
- **Investigates concerns **raised by patients/visitors and implements necessary actions
- **Maintains accurate records **of all communications with customers
- **Handles patient inquiries, phone calls, cash transactions, and back-office tasks **as per the duty roster
- **Performs additional duties **as assigned by higher authorities
- **Complies with OSH and infection control policies, standards, and procedures **in cooperation with hospital management
- **Follows documented OSH procedures **and instructions, adhering to specific responsibilities
- **Is familiar with emergency and evacuation procedures **to ensure safety during incidents.
- **Reports OSH hazards, incidents, and near misses **, and assists with risk assessments and incident reports
- **Follows waste management procedures **to ensure compliance with hospital policies.
- **Attends OSH and infection control training programs, mock drills, and awareness sessions **as required
- **Uses appropriate personal protective equipment **and safety systems at all times
- **Greets patients and families **to understand the nature of their inquiries.
- **Provides information **or refers patients to appropriate contacts within or outside the organization
- **Advocates for patients' rights **concerning confidentiality, education, and information
- **Develops and maintains feedback/complaint procedures **to ensure patients have a way to address grievances
- **Communicates daily updates **and pertinent information to the Floor Supervisor
- **Ensures smooth patient flow **and provides excellent customer service by creating a friendly environment
- **Checks medical insurance coverage **for patients and verifies the details before directing them to the doctor
- **Investigates concerns **raised by patients/visitors and implements necessary actions
- **Maintains accurate records **of all communications with customers
- **Handles patient inquiries, phone calls, cash transactions, and back-office tasks **as per the duty roster
- **Performs additional duties **as assigned by higher authorities
- **Complies with OSH and infection control policies, standards, and procedures **in cooperation with hospital management
- **Follows documented OSH procedures **and instructions, adhering to specific responsibilities
- **Is familiar with emergency and evacuation procedures **to ensure safety during incidents.
- **Reports OSH hazards, incidents, and near misses **, and assists with risk assessments and incident reports
- **Follows waste management procedures **to ensure compliance with hospital policies.
- **Attends OSH and infection control training programs, mock drills, and awareness sessions **as required
- **Uses appropriate personal protective equipment **and safety systems at all times
**Educational Background**:
- Preferably a graduate in any discipline
**Experience**:
- Minimum of 1-year experience as a receptionist in a patient-focused environment
- Experience operating a multi-line switchboard system is preferable.
- Interest in working in a hospital-related environment
**Technical Skills**:
**Interpersonal Skills**:
- Must have exceptional interpersonal skills, displaying maturity, good judgment, and the ability to communicate professionally with a diverse range of individuals (4.4).
- Superior phone etiquette skills are essential
**Patient-Centered Focus**:
- Patient-focused, service-oriented, patient, and understanding
**Organizational and Multitasking Skills**:
- Efficient organizational skills and the ability to handle multiple responsibilities under pressure while maintaining composure (4.6).
**Independence and Reliability**:
- Ability to work independently with mínimal supervision
- Must be reliable, punctual, dependable, and responsive
**Communication Skills**:
- Excellent command of oral and written English
- Arabic language skills are advantageous but not essential
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