Overview

The Agent, Contact Center is responsible to provide personalized customer service support by interacting in a courteous and professional manner with customers over the phone, email and if necessary, via other appropriate channels of communication.

Responsibilities

• Answering inbound calls, making outbound calls (when necessary), attend to similar queries via emails, transfer the calls to relevant persons/departments at MH when needed.
• Interact with customers via telephone and email to answer questions and provide general information concerning appointments, referrals, available services, care providers, events and campaigns and other information as requested.
• Promoting a customer-centric attitude as per the standards of MH, in every call and email.
• Ensuring timely and efficient response and resolution of queries and complaints.
• Communicate and liaise with all the relevant departments at MH in getting appropriate information for the customers and for resolving their complaints.
• Maintain professional etiquette and demeanor at all times and conditions.
• Use effective tools of communication, greeting the customers appropriately at the beginning and end of the calls, active listening, paraphrasing and asking probing questions when the customer\xe2\x80\x99s query is not clear enough, follow the correct hold and transfer procedures, etc., in order to deliver superlative customer experience.
• Advise the new customers about the registration process and required documents; update the details of the existing customer as and when required.
• Should be very pro-active and innovative in improving the procedures and techniques with the sole aim of delivering state-of-the-art customer service and minimize the customer dissatisfaction.
• Act as an advocate for the vulnerable, challenging poor practice and discriminatory attitudes and behavior relating to their care.
• Contribute to the wider corporate and organizational development needs as appropriate within the scope of practice.
• Takes responsibility to ensure complaints, concerns, and recommendations are escalated appropriately and documented.
• To be responsible to take action to report incidents, including near misses; to ensure as an organization we learn.
• Compliance with Occupational Safety and Health Management System which integrates with the Health and Safety regulations of the facility.
• Adheres to and promotes recommended practice in relation to controlling and preventing infection, by taking all reasonable personal precautions necessary to avoid any potential health risks to colleagues, resident/patients\xe2\x80\x99/patients\xe2\x80\x99, families and visitors.

Qualifications

• Preferably Bachelor\'s degree holder
• Preferably minimum of 2 years relevant experience in healthcare industry
• Excellent knowledge in medical terminology
• Excellent computer/typing and data entry skills
• Fair knowledge in using multi-line phones
• Fluent in written and spoken English

Mubadala Health