Contact Centre Agent Full Time

MAIN PURPOSE OF JOB

Clearly communicate with and provide assistance to patients through multiple channels of communication including telephone, email, social media and the internet, in a manner that actively promotes patient satisfaction

KEY RESPONSIBILITY AREAS

Attend to all incoming telephone calls promptly, efficiently and in a professional manner

Schedule appointments according to set procedures and policies

Document all interactions and activities relevant to the call and uses appropriate Wrap-up code

Conduct all outbound calls in an efficient, effective and professional manner

Transfer calls correctly to the appropriate staff and/or extensions as needed and required

Inform and provide information regarding MCME hospitals and clinics, departments, physicians, directions and available services

Document all complaints and report all incidents to the Contact Centre Supervisor in a timely manner to ensure continuous improvement of own services as well as the services of the contact centre

REQUIRED EDUCATION

High School Diploma or equivalent (Grade 12)

A relevant Bachelor’s degree will be an advantage

REQUIRED EXPERIENCE

At least 1 year Contact/Call Centre experience in a customer service operations environment

Relevant experience in a hospitality or healthcare environment will be an advantage

REQUIRED JOB SKILLS AND KNOWLEDGE