Call Center Agent

• Ensures through his/her actions, either directly or indirectly, that a superior quality of medical treatment, compassion and understanding is given to every patient served at the NMC Hospitals and Clinics.
• Answering calls with a polite telephone manners.
• Promote response to telephone inquiries.
• Fixing appointment in the available slots.
• Opening temporary files for patient and informing the patient about his/her temporary medical record number.
• Opening files for new patients and recording the pertained data of the patient.
• Answering the inquiries of patient.
• Contacts patients who are in a waiting list and books them with physicians and new schedules become available, contacts and books new appointment for patient whose original appointments have been canceled. Calls patients who missed their when there is a need for them to be seen by their physicians.
• Calls patients to remind them of their appointment two (1) days ahead of time.
• Work is conducted in a professional manner maintains patients confidentiality.
• Follows all departments’ policies and procedures.
• Participates in on-going education program developed by the department, e.g. department policy and procedures, Fire safety, Risk management, Environmental control.
• Manage and resolve costumer complaints.
• Provide costumer with product and services information.
• Update existing costumer’s information.
• Complete call logs.
• Perform additional duties assigned by HOD.
• Meet/assist all incoming calls, answer them, connect and take down messages when necessary. Answering calls with a polite telephone manners.
• Create a positive impression on the telephone.

A minimum of:

Education:

• Diploma/ College graduate in general administration or any related field.

Experience:

• Minimum of two (2) years’ experience in a similar position preferably in healthcare facility.

• Customer service course/experience is preferred.

• Tact, courtesy and public relations skills are a must.
• Good communication & interpersonal skills.
• Fluency in verbal and written English & Arabic is required.
• Good communication skills, telephone answering techniques etiquette.
• Computer literate.