Call Center Executive

• Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls • Maintaining departmental KPI’s. • Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience. • Responsible for attending to all the incoming patient calls promptly, without delay. • Ensures call backs are completed in a timely manner. • Maintains clarity in communication and pleasant tone of voice at all times. • Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines. • Assists the patient 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 too. • Responsible for booking appointments as well as clarifying enquiries related to the hospital services. • Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients. • Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed. • Multitask and manage the call volumes as per the call process flow. • Promote the services of the hospital to patients. • Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department • Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI. • Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service. • Participates and contributes to scheduled in-house training programs. • Exercises effective interpersonal skills in dealings with department staff, colleagues and Management. • Maintains patient & staff confidentiality. • Demonstrates the ability to listen to others in promoting effective communication. • Appointment management including no shows, confirmation, cancellation & rescheduling. • Doctors calendar creation and updating & maintaining doctors notes. • Maintaining the duty change as per the unit protocol. • Minimum 1 year experience as a contact center agent in a patient focused environment • Experience operating multi-line switchboard system • Good telephone etiquette and communication skills • Ability to manage KPIs and work in shifts • Ability to handle difficult customers calmly and escalate appropriately • Familiarity with appointment management and call center processes • Knowledge of healthcare services, insurance verification and patient service expectations