Job Description

To ensure that phone calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the caller.



Call Centre Executives are responsible for following all call center procedures. Telephones must be answered at all times; phones should never be left unattended. All calls should be attended to on or before the third ring. Maintain clear voice clarity so callers can understand easily. Remember you are representing a hospital; always act responsibly. Keep a notepad and pencil near the phone to avoid miscommunication. Record the caller's name and confirm the correct spelling. Note the caller's company or institution. Write down the phone number and extension. Record the reason for calling. Mention the date, time, and your initials. Place the message slip in a visible location for the concerned office. Greet the caller according to the time of day (e.g., "Good Morning"). Mention the organization's name (e.g., "NMC Royal Hospital"). Introduce yourself by name. Ask how you may assist the caller. Use the hold button when stepping away to maintain confidentiality. When transferring a call, inform the caller and the receiving department about the transfer and the purpose. Understand that you create the first impression of the hospital; handle calls carefully. If the caller reaches the wrong department, politely redirect them and assist further if possible. If the requested person is unavailable, provide a tactful and reassuring response. Direct complaints to the relevant department; transfer difficult cases to Customer Relations. Stay calm, diplomatic, and polite. Show willingness to resolve the issue. Be empathetic and understand the caller's concern. Offer to connect the caller with a supervisor if needed. Follow all OSH and infection control policies and procedures. Work according to documented OSH procedures and responsibilities. Be familiar with emergency and evacuation procedures. Report hazards, incidents, near misses, and assist with assessments or incident reports. Comply with waste management procedures. Attend required OSH and infection control training sessions, drills, and awareness programs.

Preferably a college graduate in any discipline. Clear communication skills with good voice clarity, proper modulation, and patience while listening to callers. Minimum of 2 years' experience as a call center executive/telephone operator in a patient-focused environment with multi-line switchboard operation. Proficient in basic technology applications, including MS Office (Word, Excel, PowerPoint), MS Outlook, and Internet Explorer. Exceptional interpersonal skills, maturity, good judgment, and the ability to communicate professionally with diverse individuals; strong phone etiquette. Patient-focused, service-oriented, patient, and understanding. Strong organizational skills with the ability to manage multiple responsibilities under pressure while maintaining composure. Reliable, punctual, dependable, and responsive. * Excellent command of spoken and written English; Arabic is an advantage but not essential.