Call Center Representative-Patient Access

JOB DESCRIPTION

Acting as a point of contact in transferring internal and external telephonic calls to the concerned person/department in a professional and timely manner.

RESPONSIBILITIES

• Manages internal and external calls and transfers them to the concerned persons and departments
• Ensures good customer service and professional etiquette.
• Adapt different behavioral styles to accommodate customers needs over the phone
• Provides callers with accurate and updated information about the facility activities.
• Manages all announcements as directed, including emergencies according to the clinical l protocol for information dissemination.
• Accepts working different shift duties to cover the department 24/7 hours.
• Facilitates and manages shift duties 24/7.
• Performs other duties as required by the Call Centre Officer
• Participates in the departmental activities and quality improvement initiatives
  
  

Accountabilities

• Ensures responding to the emergency line promptly and takes the necessary actions in accordance with the policies and procedures.
• Maintains highest standards of customer service.
• Ensures accurate transfer of calls according to callers directions.
• Maintains accurate and updated directory.
  
  

QUALIFICATIONS

Experience :-

Required:

• 1-2 years in a similar role
  
  

Desired:

• Experience in call centre at a large health care facility
  
  

Educational Qualification: Required:

• Diploma in relevant field
  
  

Desired:

• N.A.
  
  

ABOUT US

At SSMC, we firmly believe that the human touch is a fundamental part of care. We understand that health care is both an art and a science, running deeper than simply diagnosing and treating those who rely on us. Our SSMC Model of Care puts our patients at the forefront of our purpose and at the heart of everything we do, ensuring that the needs of our patients come first. Every one of our patients receives individualized attention from a multidisciplinary team of experts who collaborate closely to deliver trusted and compassionate care. From the very first point of contact with SSMC, to the moment patients are back home, we ensure speciality-specific care at every stage and in every interaction. As one of the largest tertiary hospitals in the UAE, SSMC provides access to specialist medical treatments and advanced diagnostics, with a commitment to becoming a Destination Medical Center in the UAE and wider region.

ABOUT THE TEAM

About Sheikh Shakhbout Medical City (SSMC)

SSMC is the largest tertiary hospital in the UAE and serves to elevate the provision of health care services in the nation under the mandate of the Abu Dhabi Economic Vision 2030.

Supported by the latest diagnostic and treatment modalities available, SSMC offers care in 44 specialties. A team of locally and internationally trained medical, clinical and admin professionals work seamlessly together, which promotes comprehensive interdisciplinary learning, allowing SSMC to become a leading hub for integrated patient-centric medical services in the region.

As the region’s leading tertiary facility, SSMC has 742 patient beds, 18 operating theatres, and includes a hybrid operating room, 26-bed neonatal intensive care unit, and the UAE’s largest pathology lab.

---