- Act as first point of contact for patients providing exceptional customer service and support
- Answer incoming calls and manage multiple lines simultaneously
- Schedule appointments and manage appointment confirmations, cancellations and rescheduling
- Provide information about healthcare services and confirm insurance details
- Route calls to appropriate healthcare personnel
- Maintain excellent telephone etiquette and professionalism
- Maintain departmental KPIs and liaise with supervisor and HOD to improve KPIs and patient experience
- Ensure callbacks are completed in a timely manner
- Maintain clarity in communication and pleasant tone of voice
- Follow contact center processes: call hold, call transfer, message receipt, callback per guidelines
- Assist patients and create a good impression
- Maintain good average handling time while ensuring caller satisfaction
- Collect and maintain feedback regarding services and communicate complaints to concerned departments
- Handle difficult patients calmly and escalate when needed
- Multitask and manage call volumes as per call process flow
- Promote hospital services to patients
- Follow duty schedule including different shift timings as assigned
- Adhere to NMC regulations and policies related to infection control, patient safety & JCI
- Support Continuous Quality Improvement and participate in quality assurance activities
- Participate in scheduled in-house training programs
- Exercise effective interpersonal skills with staff, colleagues and management
- Maintain patient & staff confidentiality
- Listen effectively to promote communication
- Create and update doctors' calendars and maintain doctors' notes
- Maintain duty change as per unit protocol
Desired Candidate Profile
- Minimum 1 year experience as a contact center agent in a patient-focused environment
- Experience operating multi-line switchboard system
- Familiarity with contact center processes and KPIs
- Good interpersonal and communication skills
- Ability to handle difficult callers calmly and professionally
- Ability to multitask and manage call volumes
- Willingness to work shifts as required