Call Center Executive

Key Accountabilities

• Managing the Patient Experience

Specific Responsibilities for this Role

• Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls

• Maintaining departmental KPI’s.

• Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.

• Responsible for attending to all the incoming patient calls promptly, without delay.

• Ensures call backs are completed in a timely manner.

• Maintains clarity in communication and pleasant tone of voice at all times.

• Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.

• Assists the patient in the best way possible and creating a good impression

• Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.

• Responsible for booking appointments as well as clarifying enquiries related to the hospital services.

• Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.

• Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.

• Multitask and manage the call volumes as per the call process flow.

• Promote the services of the hospital to patients.

• Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department

• Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.

• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.

• Participates and contributes to scheduled in-house training programs.

• Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.

• Maintains patient & staff confidentiality.

• Demonstrates the ability to listen to others in promoting effective communication.

• Appointment management including no shows, confirmation, cancellation & rescheduling.

• Doctors calendar creation and updating & maintaining doctors notes.

• Maintaining the duty change as per the unit protocol.

Minimum Qualification & Experiences

Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.