Call Centre Executive
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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.
Requirements
- •Excellent telephone etiquette and professionalism
- •Ability to meet departmental KPIs
- •Promptly attend to incoming patient calls
- •Maintain clear communication and pleasant tone
- •Proficient in call hold, transfer, and callback procedures
- •Book appointments and clarify hospital service inquiries
- •Handle difficult patients calmly and professionally
- •Multitask and manage call volumes effectively
Nice to Have
- •Promote hospital services to patients
- •Follow duty schedule and shift timings
- •Adhere to NMC regulations, infection control, patient safety, and JCI standards
- •Support Continuous Quality Improvement and quality assurance activities
- •Participate in in-house training programs
- •Exercise effective interpersonal skills
- •Maintain patient and staff confidentiality
- •Demonstrate active listening skills
Responsibilities
- •Maintain excellent telephone etiquette and professionalism
- •Achieve and improve departmental KPIs
- •Attend to all incoming patient calls promptly
- •Ensure call backs are completed in a timely manner
- •Maintain clarity in communication and pleasant tone
- •Assist patients and create a good impression
- •Manage average handling time while ensuring caller satisfaction
- •Book appointments and clarify hospital service inquiries
Related Jobs
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