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Patient Support Specialist
2 weeks ago
We are seeking a highly skilled Patient Support Specialist to join our team at NMC Royal Khalifa City. As a key member of our contact centre, you will be the first point of contact for patients, providing exceptional customer service and support.
Key Responsibilities:
- Attend to patient calls promptly, politely and to their entire satisfaction.
- Answer incoming calls, manage multiple lines simultaneously and help patients with various tasks.
- Schedule appointments, provide information about healthcare services, confirm insurance details and route calls to appropriate personnel.
You will be responsible for maintaining excellent telephone etiquette and professionalism while attending to patient calls. This includes:
- Maintaining departmental KPI's.
- Liaising with the supervisor and HOD to improve KPI's and overall patient experience.
- Ensuring callbacks are completed in a timely manner.
- Maintaining clarity in communication and a pleasant tone of voice at all times.
- Being well-versed with contact centre processes of call hold, call transfer, message receipt and callback as per specified guidelines.
- Assisting patients in the best way possible and creating a good impression.
- Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended to.
- Booking appointments and clarifying enquiries related to hospital services.
- Collecting and maintaining feedback regarding services and communicating effectively with concerned departments regarding any complaints received from patients.
- Handling difficult patients with calmness in a professional manner and escalating to concerned departments when needed.
- Multitasking and managing call volumes as per call process flow.
- Promoting hospital services to patients.
- Following duty schedules assigned by team leaders/supervisors which include different shift timings as per departmental needs.
- Strictly adhering to NMC's regulations and policies, especially those related to infection control, patient safety and JCI.
- Supporting Continuous Quality Improvement and participating/contributing to quality assurance activities of the service.
- Participating/contributing to scheduled in-house training programs.
- Exercising effective interpersonal skills in dealings with department staff, colleagues and management.
- Maintaining patient and staff confidentiality.
- Demonstrating ability to listen to others in promoting effective communication.
- Appointment management including no shows, confirmation, cancellation and rescheduling.
- Doctors calendar creation and updating/maintaining doctors notes.
