Job Summary
| Position Title | Call Center Agent |
|---|---|
| Hiring Organization | American Hospital Dubai |
| Job Location | Dubai |
| Base Salary | AED |
| Job Schedule | Full Time |
| Required Degree | High school graduate |
| Required Skills | Communication Skills, Basic Computer Literacy |
| Joining | Immediately |
| Nationality | Any |
| Languages | English, Arabic (verbal/written) |
| Category | Administration And Support |
Position Details
- Call Center Agent
- Demonstrates ability to prioritize tasks ensuring effective functioning of the area.
- Follows the chain of command in reporting incidents or concerns.
- Prioritizes workload and completes correspondence in a timely manner.
- Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients queries.
Responsibilities
- Ensures safe working environment through strict compliance with Hospital Policy and Procedure regarding safety, infection and security.
- Promotes incident, customer complaint reporting to improve patient and family care.
- Answers phone call in a polite and cordial manner. Maintains proper telephone etiquette.
- Facilitates patients to find the most appropriate physician for their questions and / or health related complaints.
- Provide patients with brief history of physicians accreditations and areas of specialty and other data which is relevant to the appointment type.
- Enters, modifies, or updates patient information, upon calling, in the Meditech system according to established criteria.
- Transfers calls to the Call Center nurses when appropriate. Does not answer any medical / nursing related questions or give medical / nursing advice.
- Schedules & books appointments as requested appropriately into Meditech and follow clinic s guidelines in the booking process.
- Confirms appointments through SMS and / or phone calls as per policy.
- Transfer to different physician, cancels or reschedules patients appointments as per policy.
- Ensures charts are made available in the clinics at the appointment time by ordering them online from Medical Records or calling Medical Records if necessary.
- Informs walk-in patients telephonically regarding waiting time. Place remark on Scheduler Note . For example, patient informed regarding waiting time.
- Informs new customers to arrive 15 min prior to appointment time and to bring identification card and insurance card. (According to clinic guidelines).
- Completes electronic telephone message form and emails it to the correct clinic with necessary details intact.
- SMS text messages are sent out before 10:00 am for next day s appointments.
- Follow up calls are placed to those patients who have not confirmed their appointment times via SMS
- Maintains current insurance expertise to answer basic questions from patients regarding insurance related issues. Such as General Exclusions.
- Over books physicians according to clinic defined standards.
- Ensures that all departmental reports and audit tools are compiled and completed timely & accurately.
- Assists in orientation of new staff member to the Call Center.
- Facilitates efficient Call Center function by consulting and communicating with all co-workers.
- Maintain complete knowledge at all time of all hospital feature/services/price/packages and hours of operations.
- Ensure that the place of work and surrounding area is kept clean & organized at all time.
- Demonstrates adequate Medical Terminology.
- Demonstrate computer literacy (in Meditech System) and efficiency.
Requirements
- High school graduate
- Excellent English and Arabic verbal/written communication skills.
- Basic computer literacy
- Exposure to / experience with customer service principles
- Medical Terminology / or exposure to medical environment
- Previous operator or call center experience, preferable.
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