Quality Assurance Coordinator

1 week ago

Dubai, Dubai, United Arab Emirates American Hospital Dubai Mea Full time
Job Summary

We are seeking a highly skilled Quality Assurance Coordinator to join our team at American Hospital Dubai Mea. The successful candidate will be responsible for ensuring the highest level of quality in our patient support services.

Key Responsibilities
  1. Support Team Members: Provide assistance to team members in responding to daily inquiries, ensuring timely and accurate resolution of patient concerns.
  2. Coach and Guide: Offer coaching, guidelines, and education to team members to enhance their skills and knowledge, promoting a culture of excellence.
  3. Monitor Performance: Oversee the assignment of skillsets, workflow, and volumes to ensure optimal team performance and efficiency.
  4. Quality Training: Provide approved quality trainings to team members, ensuring they have the necessary skills to deliver exceptional patient care.
  5. Quality Assessment: Conduct daily quality assessments using the calls recording system, identifying areas for improvement and implementing corrective actions.
  6. Complaint Handling: Assist call center agents in handling complaints and patients' challenges, ensuring a resolution that meets the patient's needs.
  7. Real-Time Monitoring: Monitor the real-time display screen and apply necessary changes to maintain the abandoned calls target, ensuring a seamless patient experience.
  8. Agent Management: Assign daily breaks and monitor agents' attendance, ensuring a healthy work-life balance.
  9. Productivity Monitoring: Monitor agents' productivity and provide a daily performance report, identifying areas for improvement.
  10. Duty Rota: Assist the team leader with the daily duty rota, ensuring a smooth operation of the team.
  11. Task Prioritization: Demonstrate the ability to prioritize tasks, ensuring effective functioning of the area and meeting patient needs.
  12. Incident Reporting: Follow the chain of command in reporting incidents or concerns, ensuring a safe and secure work environment.
  13. Correspondence: Prioritize workload and complete correspondence in a timely manner, ensuring clear and effective communication.
  14. Patient Information: Provide information to prospective customers and hospital staff by answering specific inquiries regarding patients' queries, ensuring accurate and timely information.
  15. Safe Working Environment: Ensure a safe working environment through strict compliance with Hospital Policy and Procedure regarding safety, infection, and security.
  16. Incident Reporting: Promote incident and customer complaint reporting to improve patient and family care, ensuring a culture of transparency and accountability.
  17. Telephone Etiquette: Answer phone calls in a polite and cordial manner, maintaining proper telephone etiquette and ensuring a positive patient experience.
  18. Physician Referral: Facilitate patients in finding the most appropriate physician for their questions and/or health-related complaints, ensuring a seamless referral process.
  19. Physician Information: Provide patients with a brief history of physicians' accreditations and areas of specialty, along with other relevant data pertaining to the appointment type, ensuring informed decision-making.

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