Call Center Executive

• Act as the first point of contact for patients providing exceptional customer service and support • Answer incoming calls, manage multiple lines simultaneously and assist patients with scheduling appointments • Provide information about healthcare services and confirm insurance details • Route calls to appropriate healthcare personnel • Maintain excellent telephone etiquette and professionalism while attending to patient calls • Maintain departmental KPIs and liaise with supervisor and HOD to improve KPIs and overall patient experience • Attend to all incoming patient calls promptly without delay • Ensure callbacks are completed in a timely manner • Maintain clarity in communication and pleasant tone of voice at all times • Follow contact center processes of call hold, call transfer, message receipt, callback as per guidelines • Assist patients and create a good impression • Maintain good average handling time while ensuring caller satisfaction • Book appointments and clarify enquiries related to hospital services • 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 assigned duty schedule including different shift timings as per department needs • Adhere to NMC regulations and policies especially infection control, patient safety & JCI • Support Continuous Quality Improvement and participate in quality assurance activities • Participate in scheduled in-house training programs • Exercise effective interpersonal skills with staff, colleagues and management • Maintain patient & staff confidentiality • Listen effectively to promote communication • Manage appointment tasks including no shows, confirmation, cancellation & rescheduling • 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 multi-line switchboard system • Familiarity with contact center processes (call hold, transfer, callback, message receipt) • Good telephone etiquette and communication skills • Ability to manage KPIs, multitask and handle high call volumes • Ability to handle difficult patients calmly and professionally • Willingness to work different shift timings