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.
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.
Competencies
Core
Level
Exceptional interpersonal skills.
Proficient
Strong analytical and problem-solving skills.
Proficient
Excellent command of oral and written English. Arabic language desirable but not essential.
Proficient
Ability to think critically and maintain a high level of confidentiality.
Proficient
Proficiency in MS office.
Proficient
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