Contact Center Executive

Job Description

Basic Purpose of the role

To deliver an exceptional patient experience for all patients, relatives and visitors in the contact center. To follow correct booking  processes and guidelines. Have a mature outlook and to be accurate and observant.

Key responsibilities of the role

Technical Related

Ensure correct Appointment Booking as per patient’s requests.
To ensure proper due diligence with regards to entering of patient’s information and to avoid data entry errors.
To educate patient and relatives at time of booking of process post booking and importance of bringing correct documents.
Ensure correct patient identification at time of booking where applicable and avoid creating duplicate files.
To provide patients with relevant insurance forms where applicable.
Assisting patients with Booking of New Appointments, follow up appointments, and rescheduling as per patient request.
Assist patient with Mobile App registrations.
Follow up with online appointment requests and Queries made via website where applicable.

Service Related

Giving clear communication to patients of next steps after booking.
Providing callers with information relating to Reem Hospital and its services and raising any doubts to supervisor for clarification.
Work closely with Patient Experience Department to ensure seamless experience for patients from booking to registration.

Other responsibilities

• To deliver the highest level of service to all patients and their relatives.
• Responsible for patient Confirmation call backs to reduce No Show.
• Ensuring clear and frequent communication to patients regarding potential wait times.
• Update patients of potential delays in clinic and of unplanned cancellations and reschedule patients accordingly if applicable.
• Handling patients’ service-related complaints and queries and escalating to contact center supervisor when necessary.
• Assists the Contact center supervisor, Patient Experience Supervisor/ Manager and Duty Officers in ensuring the smooth flow of patients and guests in the Out-Patient Clinics and Departments.

Compliance guidelines

1.Maintaining Confidentiality: 

Maintains confidentiality regarding patient/staff information.

2.Promoting Customer Service Standards

Promotes positive public relations with patients, peers, medical staff and members of the general public.

Collaborates with personnel from clinical department/disciplines regarding issues that may negatively impact patient care;  facilitate solutions as needed.

3. Adhering to the Occupational Health and Safety, Materials Management and Maintenance Standards

Adheres to requirements of the Occupational Health and Safety Guidelines and Infection Control Guidelines.

Understands and adheres to emergency preparedness plans/policies.

4. Ensuring Personal Effectiveness

Facilitates effective communication between the patient, family and the interdisciplinary health care team as required.

Actively participates in the annual system of performance review.

Qualifications, Certifications and Experience

Qualifications: 

Education: High school graduate

Experience: Minimum 1 year call center or customer service experience preferably in a Hospital setting.

Demonstrated knowledge of excellent customer service

Additional Requirements

• Concentrate for extended lengths of time
• Tolerate frequent interruptions and accommodate readily to changing work priorities.
• Readily and effectively communicate with others, both verbally and in writing.
• Good command in written and spoken English, Arabic fluency is an advantage.

Physical requirements

The position requires a considerable amount of physical work. The individual must be able to quickly maneuver throughout halls, stairways and patient rooms in response to hospital emergencies. The following denote the key physical requirements for the job, which may require: Standing, Simple Grasping, Fine Manipulation, Operation Machinery / Equipment, Lifting / overhead reaching, Twisting, Climbing / Balancing, Crouching / Squatting, Reaching and Manual handling of people of approximately 100kg.  Lifting equipment must be used whenever practicable.

In addition, the position requires office work involving extensive use of the computer and interdepartmental coordination. Typical physical demands include: a high degree of manual dexterity to sufficiently perform computer functions on a keyboard, produce materials on a PC and operate basic office equipment, normal or corrected vision and hearing, extensive sitting and walking, mobility sufficient to visit with departments or employees throughout the facility and lift