The posting
Job Summary
Answer incoming calls from customers for various purposes, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
Duties & Responsibilities
• Answer calls and route calls to appropriate resource
•Handle patient’s inquiries by telephonically and convert their inquiries to emails according to standard operating procedures and send to relevant department if no answer after transfer the line twice.
•Research required information using available resources
•Manage and resolve patient’s complaints and transfer to qualified person to solve their complaint.
•Provide customers with service information and hospital policy
•Update the business connect with new numbers of staffs and the name of new staffs joining the hospital •identify and escalate priority issues
•Follow up patient’s calls when necessary.
•Transfer the call internally between healthcare staff; for example (on call doctor, blood bank, radiology on call ….. etc.. .)
•To update self with information circulated in the hospital (memos/circulars) and updates within the call center (External Calls workbook—updates, on-leave and appointments).
•To take good care of tools entrusted by the administration (e.g. computer, headset); these shall be for official use only and should be used with caution.
•Receiving calls from patient and help those with their query regarding Appointments needed.
•Booking new appointments as per OPD policy, inform patients all information they should know before there visit.
•Cancelling and rescheduling appointments as per patient request.
•Online booking Appointments (Through website)
•If there is no slots available and patient needs urgently to see doctor take the details (Gather all the information of patient, number, caller’s name, patient name,
MRN NO#... etc.) and send it by Email to OPD Clinic for arranging appointment as overbooking or walk in.
•Booking appointment for all OPD procedure list, ER referral (routine Appointment, inpatient appointment list .ER Fracture list.
•Handling patient’s complaints related appointment and transfer to qualified person to solve their complaints.
• Respond to patient’s inquiries, requests, dispute over the phone, route it to the appropriate department or staff
•Explain the services available,
•Provide patient with service information and hospital policy
•Manage patient’s complaints call and communicate to PRO office as per the agreed process.
•Update the HMS system with any changes in clinic timing.
•Performs related work as assigned by client representative
Education and Experience
•Bachelor's Degree or equivalent
•proficient in relevant computer applications
•Fluent in both Arabic and English Languages
•knowledge of customer service principles and practices.
•knowledge of call center telephony and technology
•some experience in a call center or customer service environment
•good data entry and typing skills
•knowledge of administration and clerical processes
