Call Center Agent - Riyadh, المملكة العربية السعودية - Talent Pal

وصف

JobSummary

Responsible for answering incoming callsfrom customers to take orders answer inquiries and questions handlecomplaints. Troubleshoot problem and provide information.

Major Duties and Responsibilities

• Ensures through his/her actions either directly orindirectly that a superior quality of medical treatment compassionand understanding is given to every patient served at the NMCHospitals and Clinics.
• Meet/assist allincoming calls answer them connect and take down messages whennecessary. Answering calls with a polite telephonemanners.
• Prompt response to telephoneinquiries.
• Enter Physicians ROTA into thesystem after approval of Dept. Head & monitor by CMS theiravailability in clinics. Fixing appointment in the availableslots.
• Opening temporary files for patient andinforming the patient about his/her temporary medical recordnumber.
• Opening files for new patients andrecording the pertained data of the patient.
• Checking the financial coverage of the patient andrequired documents.
• Contacts patients thoseare in waiting list and book them with physicians and new schedulesbecome available contacts and books new appointment for patientwhose original appointments have been canceled. Calls patients whomissed their when there is a need for them to be seen by theirphysicians.
• Calls patients to remind them oftheir appointment two (1) days ahead of time.
• Work is conducted in a professional manner maintainspatients confidentiality.
• Follows alldepartments policies and procedures.
• Participates in ongoing education program developed bythe department e.g. department policy ang procedures Fire safetyRisk management Environmental control.
• Manageand resolve costumer complaints.
• Providecostumer with product and services information.
• Update existing costumers information.
• Complete call logs.
• Work flexibly aspart of a team to provide an effective and efficient AppointmentService.
• Ensure the procedures for securitysafety and confidentiality are complied with all times.
• Attend annual mandatory training including infectioncontrol health and safety training Departmental training &etc.
• Ensure a systemic filing of all recordsis being organized for easy access by all concernedstaff
• Responsible to read understand andfamiliarize himself / herself with and comply with hospital anddepartmental rules policies and procedures
• Perform additional tasks as assigned by his/hersuperior.
• Monitor Physicians vacations/leavesto be reflected on schedule after approval of Dept. Head &CMS.
• Reschedule/cancel patients after approvalof Head of OPD.

Reportingto

Head of Department

Supervises

None

Qualifications:

A minimum of:

Education:

• Diploma/ Collegegraduate in general administration or any related field.

Experience:

• Minimum of two (2) years experience in a similar positionpreferably in healthcare facility.

Competencies & Skills:

• Customer service course/experience isrequired.
• Tact courtesy and public relationsskills are a must.
• Good communication& interpersonal skills.
• Fluency inverbal and written English & Arabic is required.
• Good communication skills telephone answering techniquesetiquette.
• Computer literate