Job Category: Administration
:
You will be the first point of contact for our patients, providing them with exceptional customer service and support.
Ensuring calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the patient.
Answering incoming calls, managing multiple lines simultaneously, and help patients with various tasks. Those may
include scheduling appointments, providing information about healthcare services, confirming insurance details,
and routing calls to appropriate healthcare personnel.
Responsibilities:
xc2xb7 Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient
calls
xc2xb7 Maintaining departmental KPI's.
xc2xb7 Liaising with the supervisor and the HOD to improve KPI's and overall patient experience.
xc2xb7 Responsible for attending to all the incoming patient calls promptly, without delay.
xc2xb7 Ensures call backs are completed in a timely manner.
xc2xb7 Maintains clarity in communication and pleasant tone of voice at all times.
xc2xb7 Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified
guidelines.
xc2xb7 Assists the patient in the best way possible and creating a good impression
xc2xb7 Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.
xc2xb7 Responsible for booking appointments as well as clarifying enquiries related to the hospital services.
xc2xb7 Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.
xc2xb7 Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
xc2xb7 Multitask and manage the call volumes as per the call process flow.
xc2xb7 Promote the services of the hospital to patients.
xc2xb7 Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department
xc2xb7 Strictly adheres to NMC's regulations and policies especially those related to infection control, patient safety & JCI.
xc2xb7 Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
xc2xb7 Participates and contributes to scheduled in-house training programs. xc2xb7 Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
xc2xb7 Maintains patient & staff confidentiality.
xc2xb7 Demonstrates the ability to listen to others in promoting effective communication
. xc2xb7 Appointment management including no shows, confirmation, cancellation & rescheduling.
xc2xb7 Doctors calendar creation and updating & maintaining doctors notes.
xc2xb7 Maintaining the duty change as per the unit protocol.
Qualifications:
Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line
switchboard system.