Call Centre Executive Full Time

Job Summary       

To ensure that phone calls to and fro the hospital are attended promptly, politely and to the entire satisfaction of the caller. The primary aim of the call center is to assist customers with a high level of service, thereby leaving a positive Customer Experience.

To ensure that all inbound and outbound calls are handled with the following metrics:

1. First Call Resolution.
2. Service Levels/ Response Time.
3. Customer Satisfaction.
4. Quality.
5. Accessibility
6. Accuracy
7. Schedule Adherence.

Duties And Responsibilities

• 1. To always attend all the phone calls.
  2. To ensure that all calls are answered within three rings.
  3. To follow the NMC Standardized Call Center Script with the use of appropriate greetings, thereby maintaining uniformity.
  4. Adhere to the appropriate Hold procedure and the use of efficient Transfer methods.
  5. Maintain the highest level of Quality on all calls.
  6. To ensure that accurate information is collected at all times, by executing proper listening skills and data entry methods.
• Caller’s Name and Company/ Institution (with correct spelling)
• Contact details/ Patient File Number.
  7. Efficient use of the Hospital Management system and tools, in order to schedule appointments and maintain patient confidentiality.
  8. To maintain Courtesy and Professionalism with the use of appropriate voice modulation and clarity of speech.
  9. To provide all callers with accurate and relevant information by focusing on First Call Resolution.
  10. To exercise effective communication within internal departments of the organization.
  11. To handle customer concerns or complaints with the highest level of importance and resolve the concern effectively. Direct the caller to a supervisor or manager if the situation demands.
  12. To be up-to date with all company policies and also participate in all required training and development programs arranged by the HR and Training Department.
  13. Ensure to exhibit a willingness to help at all times. Works evenings, nights, Weekends and holidays according to the schedule compiled by head of department.
  14. Strictly adheres to organization’s regulations and policies especially those related to infection control, patient safety, OSHMS, DOH, JCI and ISO.
  15. Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
  16. Participates and contributes in scheduled in-service training programs, CNEs, CMEs, In house activities, conferences or other programs as requested.
  17. Exercises effective interpersonal skills in dealings with department staff, associates and Management.
  18. Maintains confidentiality as per the agreement signed.
  19. Demonstrates the ability to listen to others in promoting effective communication.
  20. Develops thorough understanding of policies and procedures of the hospital and  demonstrates respect for them.
  21. Carries out other duties when requested by the Head of department.

 General Responsibilities:      

1. 1. Works evenings, nights, week-ends and holidays according to the schedule compiled by the head of department.
   2. Strictly adheres to organization’s regulations and policies especially those related to infection control, patient safety, OSHMS, DOH, JCI and ISO.
2. 3. Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
3. 4. Participates and contributes in scheduled in-service training programs.
   5. Exercises effective interpersonal skills in dealings with department staff, associates and Management.
4. 6. Maintains confidentiality as per the agreement signed.
   7. Demonstrates the ability to listen to others in promoting effective communication.
   8. Develops thorough understanding of policies and procedures of the hospital and  demonstrates respect for them.
5. 9. Carries out other duties when requested by the Head of department.

General OSH Responsibilities, Authority & Accountabilities of the position includes;

2.  Familiarize Themselves and comply with all OSH and Infection Control policies, standards and   procedures that are relevant for their workplace.
3. Work in accordance with the documented occupational, safety and health procedures and instructions, specific responsibilities defined in individual procedures and instructions.
4. Use of appropriate personal protective equipment and safety systems and follow safe working procedures.
5. Be familiar with emergency and evacuation procedures.
6. Not willfully or recklessly endanger anyone’s health and safety. Take reasonable care for the health and safety of persons that may be affected by the employee’s acts or omissions at the workplace.
7. Assist with the preparation of risk assessments.
8. Attend applicable safety training and follow OSHMS policies and procedures.
9. Take reasonable care of their own health and safety.
10. Cooperate with NMCSH –AD with respect to any action taken by the NMCSH-AD to comply with OSHMS requirements.
11. Notify supervisor or Department Safety facilitator of any hazards, environment, health and safety mishaps or incidents within or outside their area of work

Qualification,  Education, Experience, Special  Skills:

1. 1. Preferably a college graduate in any discipline.
   2. Clarity in communication while speaking to the caller.
   3. Minimum 2-year experience as a call centre executive / telephone operator in a patient focused environment and operation of multi-line switchboard system.
   4. Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
   5. Must have good interpersonal skills, maturity, good judgment and be capable of    communicating in a professional manner with diverse range of individuals; superior phone etiquette skills
   6. Patient focused; service oriented; patient & understanding.
   7. Efficient organizational skills; ability to handle multiple responsibilities under  pressure while maintaining composure
   8. Reliable, punctual, dependable, and responsive.
   9. Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.