Call Center Executive

• Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls • Maintaining the departmental KPI • Preparing the departmental duty roster as per the operational requirement • Liaison with the supervisor and the HOD to improve the KPI and customer service • Responsible for attending to all the incoming patient calls promptly, without delay as per the guidelines. • Maintains a record of any information or message received from the caller and communicates effectively to the concerned department/person • Maintains clarity in communication and pleasant tone of voice at all times • Well versed with the call center processes of call hold, call transfer, message receipt, call back etc as per specified guidelines • Assisting the caller in the best way possible and creating a good impression • Responsible for first call resolution to achieve the utmost patient satisfaction. • Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended to • Responsible for booking appointments as well as clarifying enquiries related to the hospital services • Responsible for collecting and maintaining feedback regarding the service and communicating effectively with the concerned department, regarding any complaints received from patients • Responsible to handle difficult/irate callers with calmness in a professional manner and escalate to the concerned department when needed • To multitask and manage the call volumes as per the call flow to maintain the KPI within the standards • To contribute to improving the departmental performance through the various tasks/projects that may be assigned • To promote the services of the hospital to patients who would be looking for it • To 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 organization’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-service training programs. • Exercises effective interpersonal skills in dealings with department staff, colleagues and Management. • Maintains confidentiality as per the agreement signed. • Demonstrates the ability to listen to others in promoting effective communication. • Develops thorough understanding of policies and procedures of the hospital and Demonstrates respect for them. • Carries out other duties when requested by the Head of department. • Preferably a college graduate in any discipline. • Minimum 2-year experience as a call center agent in a patient focused environment and operation of multi-line switchboard system. • Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills. • Must have an exceptional interpersonal skill, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals, superior telephone etiquette skills • Patient focused; service oriented; patient & understanding. • Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure • Reliable, punctual, dependable, and responsive. • Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.