Original posting on indeed. You apply directly with the employer — we never auto-apply.
Job description
**Key Accountabilities**
* Managing the Patient Experience
**Specific Responsibilities for this Role**
* 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 Qualification \& Experiences**
Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi\-line switchboard system.
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