Via Medica International Healthcare LLC is looking for an Assistance Call Center Agent for our International Division in Dubai Branch.

Tasks and Responsibilities:

• Answering response center phones in a timely and professional manner.
• Determine the clients\' ID and utilize CRM software to ensure you are aware of the client\xe2\x80\x99s critical details, KPI\xe2\x80\x99s and specifics of service delivery and contractual obligations for each client.
• Maintain CRM software with each client\xe2\x80\x99s details, including details of last call/event/procedure.
• Prepare operational reports and statistical data for the call center to monitor effectiveness and service delivery.
• Direct the patients call to the appropriate action center and/or take note of the client\xe2\x80\x99s issues and raise them with the appropriate department during business hours depending on the client\'s CRM profile and which department they are interacting with.
• Gather and disseminate information as directed through the response center SOP\xe2\x80\x99s.
• Ensure that contact and follow-through SOP\xe2\x80\x99s are kept up to date for every specific area of responsibility and client.
• Direct the client\'s call to the appropriate action center and ensure he is engaged with them before terminating your involvement.
• Order the mobilization of specific response teams or individuals.
• Update vendor, contractor, client, and consultant information.
• Mediate audio and media conferencing between emergency response teams or individuals.
• Update the senior management on significant events.
• Make sure all contact and alert SOPs are followed.
• Keep meticulous records of all contacts, actions initiated, and all outcomes.
• Conduct pre-operational checks to ensure all communications and data recording equipment is working properly. Notify the appropriate support agency if there is an issue.
• Take part in practice response and tabletop exercises to ensure MERPs are working as designed and to client KPIs.

Qualifications:

• Bachelor\'s Degree
• Experience working in call/response centers desired.
• Experience working in a medical field, clinic, hospital or ambulance service desired but not necessary.
• Knowledge of International standards for ambulatory care and patient care services.
• Can speak English and Arabic Fluently

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Via Medica International Healthcare