Call Center Agent

4 days ago

Dubai, Dubai, United Arab Emirates Al Zahra Hospital Full time
The job of Call Center employee is to receive and answer calls from patients requiring medical services or clarification regarding a medical entity, including appointments and scheduling of the patient to their desired doctors. Hospital Call Center can be of two types – inbound (received calls) and outbound (make calls). In either case, the call center employee has to be well versed with medical information and must have the ability to convey the information in a clear manner.

CANDIDATE PROFILE

RESPONSIBILITIES

1. Handle all inbound & outbound calls.
2. Represent the hospital in a professional manner and maintain a high standard of telephone etiquette following the telephone technique guidelines.
3. Endeavor to answer caller questions and resolve inquiries during the initial call.
4. Assist callers in identifying needs and then routing calls appropriately.
5. Provide the hospital directory to the hospital staff and doctors, by giving the extension number and mobile number of the person or doctor they are intended to call.
6. Serve as a link to the patients, doctors, and staff by connecting the call accordingly after obtaining the caller's requirement.
7. Announce notifications and Hospital Emergency Codes for the entire hospital when urgency arises.
8. Make public address announcements on a daily basis to monitor the clarity and quality of the overhead and document the acknowledgement received.
9. Update the information board with on-call doctors, code blue/code pink list, O.T/on-call together with doctor on-leave.
10. Receive calls from patients requiring medical services and provide accurate information regarding hospital facilities, doctor's details, insurance coverage inquiries, hospital packages, and other miscellaneous queries.
11. Schedule appointments for patients with their desired specialists following the Appointment Policy Guidelines.
12. Convert inquiries to appointments by advising patients/callers to book an appointment or take a service with our doctors by providing significant information.
13. Handle all calls from existing patients for follow-up regarding laboratory results, upcoming OT/Endoscopic procedures, prescription inquiries, etc.
14. Collect feedback and send an e-message to the respective staff/doctor for necessary assistance of the existing patients.
15. Call patients to remind and confirm their appointments 24 hours prior to the appointment date.
16. Reschedule appointments based on patient requests.
17. Create additional or walk-in slots in the doctor's schedule when the clinic is fully booked, after coordination and obtaining doctor's approval.
18. Maintain a record of calls asking for services, insurance, etc., that are not available in the hospital.
19. Log each and every call as a "wrap-up call" for the purpose of the Department's Reports.
20. Validate the information on the board with on-call doctor's schedule, on-call staff, and other emergency codes to be prepared when an emergency arises.
21. Own the process of updating and maintaining the Employee Extension Directory to expedite relaying of calls.
22. Responsible for updating the "Call Center Master Sheet."
23. Assist and respond to new inquiries that Agents might encounter during the onset of the call.
24. Review the daily appointment confirmations done by the Agents.
25. Recheck emails sent by Agents to ensure patient concerns were sent to the correct department.
26. Responsible for blocking doctor's clinic schedules due to planned surgeries, internal meetings, outreach programs, Doctors Round, etc.
27. Act as point of contact for doctors related to rescheduling of appointments and blocking of their clinics.
28. Monitor and respond to online Appointment Requests and Inquiries through the Al Zahra Website.
29. Monitor and respond to all emails sent to the "Call Center Group" and take necessary action.
30. Coordinate with other Departments for monthly events e.g., Grand staff meeting, Grand Round, and make necessary arrangements for the clinic schedule.
31. Update and hand over to other Call Center Executives on the next shift all pending unsolved issues.

QUALIFICATION

MINIMUM REQUIREMENTS

Minimum two (2) recent years of experience in the same field.

WORKING CONDITIONS

The role is hospital-based, providing day-to-day Human Resource activities work at the hospital premises.

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