Call Centre Executive

1 month ago


Abu Dhabi, United Arab Emirates NMC Healthcare Full time

Greets patients or their families and determines the nature of their inquiry.
- Provides information to assist patients or refers them to the appropriate contact, either within the organization or elsewhere.
- Advocates for patients’ and their families’ rights and responsibilities, confidentiality, information, and education.
- Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.
- Communicates all information to the Floor Supervisor on a daily basis.
- Expedites the flow of visitors/patients and ensures that each person receives outstanding customer service by providing a friendly environment.
- Provides information about medical insurance coverage to patients and checks it diligently before directing the patient to the doctor.
- Investigates patient/visitor concerns and implements appropriate courses of action.
- Keeps accurate records of discussions or correspondence with customers.
- Performs duties related to handling patients, telephone calls, cash, and back office work as specified in the duty roster.
- Performs other related duties as assigned by higher authorities.
- Complies with all OSH and infection control policies, standards, and procedures, and cooperates with hospital management to fulfill these requirements.
- Works in accordance with documented OSH procedures and instructions, specific responsibilities.
- Is familiar with emergency and evacuation procedures.
- Notifies OSH hazards, incidents, near misses, and issues and assists with the preparation of risk assessments and incident reports.
- Complies with waste management procedures and policies.
- Attends applicable OSH/Infection control training programs, mock drills, and awareness programs.
- Uses appropriate personal protective equipment and safety systems.
- Greets patients or their families and determines the nature of their inquiry.
- Provides information to assist patients or refers them to the appropriate contact, either within the organization or elsewhere.
- Advocates for patients’ and their families’ rights and responsibilities, confidentiality, information, and education.
- Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.
- Communicates all information to the Floor Supervisor on a daily basis.
- Expedites the flow of visitors/patients and ensures that each person receives outstanding customer service by providing a friendly environment.
- Provides information about medical insurance coverage to patients and checks it diligently before directing the patient to the doctor.
- Investigates patient/visitor concerns and implements appropriate courses of action.
- Keeps accurate records of discussions or correspondence with customers.
- Performs duties related to handling patients, telephone calls, cash, and back office work as specified in the duty roster.
- Performs other related duties as assigned by higher authorities.
- Complies with all OSH and infection control policies, standards, and procedures, and cooperates with hospital management to fulfill these requirements.
- Works in accordance with documented OSH procedures and instructions, specific responsibilities.
- Is familiar with emergency and evacuation procedures.
- Notifies OSH hazards, incidents, near misses, and issues and assists with the preparation of risk assessments and incident reports.
- Complies with waste management procedures and policies.
- Attends applicable OSH/Infection control training programs, mock drills, and awareness programs.
- Uses appropriate personal protective equipment and safety systems.
- Preferably a graduate in any discipline.
- Minimum of 1-year experience as a receptionist in a patient-focused environment; experience with operating a multi-line switchboard system is preferable. Interest in working in a hospital-related environment.
- Exceptional interpersonal skills, maturity, good judgment, and the capability to communicate professionally with a diverse range of individuals; superior phone etiquette skills.
- Patient-focused, service-oriented, patient, and understanding.
- Strong organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure.
- Ability to work independently with mínimal supervision.
- Reliable, punctual, dependable, and responsive.
- Excellent command of oral and written English; knowledge of Arabic is advantageous but not essential.



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