Call Center Agent Full Time

Position: Call Centre Agent  – Dental 

Duties And Responsibilities:

• 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.
• 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.

Qualifications:

• High school graduate
• Excellent English and Arabic verbal/written communication skills.
• Basic computer literacy

Professional Experience:

• Exposure to / experience with customer service principles
• Medical Terminology / or exposure to medical environment
• Previous operator or call centre experience, preferable.