Call Center Executive

• Be the first point of contact for patients, providing exceptional customer service and support • Attend incoming and outgoing calls promptly, politely and to the satisfaction of the patient • Answer incoming calls and manage multiple lines simultaneously • Schedule appointments and manage appointment tasks including no shows, confirmation, cancellation & rescheduling • Provide information about healthcare services and confirm insurance details • Route calls to appropriate healthcare personnel • Maintain excellent telephone etiquette and professionalism while attending patient calls • Maintain departmental KPIs and liaise with supervisor and HOD to improve KPIs and patient experience • Ensure call backs are completed in a timely manner • Maintain clarity in communication and pleasant tone of voice at all times • Follow contact center processes: call hold, call transfer, message receipt, call back as per guidelines • Assist patients effectively and create a good impression • Maintain good average handling time while ensuring caller satisfaction • Collect and maintain feedback regarding services and communicate complaints to concerned departments • Handle difficult patients calmly and professionally and escalate when needed • Multitask and manage call volumes as per call process flow • Promote the services of the hospital to patients • Follow duty schedule including different shift timings as assigned by team leader/supervisor • Adhere to NMC regulations and policies related to infection control, patient safety & JCI • Support Continuous Quality Improvement and participate in quality assurance activities • Participate and contribute to scheduled in-house training programs • Exercise effective interpersonal skills with staff, colleagues and management • Maintain patient & staff confidentiality • Listen effectively to promote communication • Create and update doctors' calendars and maintain doctors' notes • Maintain duty change as per unit protocol • Minimum 1 year experience as a contact center agent in a patient focused environment • Experience operating a multi-line switchboard system • Good telephone etiquette and professionalism • Ability to manage multiple calls and multitask • Experience with appointment management and handling patient enquiries • Capable of maintaining KPIs and working across shifts • Good interpersonal and communication skills • Ability to handle difficult patients calmly and escalate when necessary • Familiarity with quality assurance and continuous improvement practices • Knowledge of NMC regulations, infection control, patient safety & JCI standards