Customer Care Executive

2 weeks ago


Abu Dhabi, United Arab Emirates NMC Healthcare Full time

Makes patients and their families feel welcome in the hospital.
- Exhibits care and service with empathy.
- Provides personalized service by identifying regular patients, greeting patients by name and maintains their details.
- Maintain the Key Result Areas (KRAs) / Key Performance Indicators (KPIs) related to each section as describing in details in “Orientation Checklist” in the appendices.
- section Arranges for an interpreter as needed.
- Recognizes patients in need of immediate medical attention and activates appropriate response systems.
- Facilitates communication between Front Office Executives and patient/customer and other members of the health care discipline.
- Coordinates customer care services beyond the reception area.
- Relays feedback from patients and their families to the Front Office In Charge.
- Greets patients and their families and enquires about the nature of their visit / call and implements appropriate course of action.
- Protects patients' rights by maintaining confidentiality of personal and financial information.
- Maintains operations by following policies and procedures, reporting needed changes to the Customer Relations Manager.
- Contributes to team effort by accomplishing related results as needed
- Competence is demonstrated in all performance output areas
- Meet patient and customer expectations and maintain quality service principles
- Manages complaints in a time sensitive manner
- Document and resole complaint where applicable
- Participate in Quality Improvement projects
- Company values are demonstrated in behaviour
- Participates in educational programs, in-service meetings and trainings as directed
- Recognizes patients in need of immediate medical attention and activates appropriate response systems.
- Directs patients to the right department by escorting them.
- Answers incoming calls within 3 rings
- Responds to callers' needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first call resolution.
- Answers caller's questions at the same time tries to obtain full understanding of what information is being requested.
- Understands the requirement of the callers and provides information accordingly. Provides accurate information about the services offered by the Hospital.
- Directs calls to the appropriate department/individuals; both external & internal calls.
- Maintains an accurate telephone directory to ensure connecting callers to the desired destination.
- Conducts appointment bookings for the clinics.
- Provides physician referrals to callers.
- Exhibits urgent call management techniques and diplomacy while dealing with difficult situations.
- Responds to caller query/ problems within assigned level of authority.
- Reports in a detailed and accurate manner to the Call Center Supervisor, when required.
- Ensures the caller is on hold when transferring or briefly leaving the line and informs the caller prior to doing so.
- Directs complaints to the concerned department and transfers extremely difficult callers to the Call Center Front Office In Charge
- Makes patients and their families feel welcome in the hospital.
- Exhibits care and service with empathy.
- Provides personalized service by identifying regular patients, greeting patients by name and maintains their details.
- Maintain the Key Result Areas (KRAs) / Key Performance Indicators (KPIs) related to each section as describing in details in “Orientation Checklist” in the appendices.
- section Arranges for an interpreter as needed.
- Recognizes patients in need of immediate medical attention and activates appropriate response systems.
- Facilitates communication between Front Office Executives and patient/customer and other members of the health care discipline.
- Coordinates customer care services beyond the reception area.
- Relays feedback from patients and their families to the Front Office In Charge.
- Greets patients and their families and enquires about the nature of their visit / call and implements appropriate course of action.
- Protects patients' rights by maintaining confidentiality of personal and financial information.
- Maintains operations by following policies and procedures, reporting needed changes to the Customer Relations Manager.
- Contributes to team effort by accomplishing related results as needed
- Competence is demonstrated in all performance output areas
- Meet patient and customer expectations and maintain quality service principles
- Manages complaints in a time sensitive manner
- Document and resole complaint where applicable
- Participate in Quality Improvement projects
- Company values are demonstrated in behaviour
- Participates in educational programs, in-service meetings and trainings as directed
- Recognizes patients in need of immediate medical attention and activates appropriate response systems.
- Directs patients to the right department by escorting them.
- Answers incoming calls within 3 rings
- Res



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