Call Center Agent

Provides telephonic scheduling for patients calling with one of the many services of the American Hospital Dubai. Coordinates the booking of appointments to optimise clinic function. Supports the successful achievements of the Clinic Operations strategic goals. Executes the scope of services of each Clinic represented and will aid in directing the patients to the most proper clinic for their specific needs. 

Responsibilities

• Answers phone calls politely and cordially.
• Maintains proper telephone etiquette. 
• Facilitates patients to find the most appropriate physician for their questions and/or health-related complaints.   
• Prioritises tasks, ensuring effective functioning of the area.
• Follows the chain of command in reporting incidents or concerns.
• Prioritises workload and completes correspondence on time.
• Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries.
• Promotes incident, and customer complaint reporting to improve patient and family care.
• Provides patients with a brief history of physicians’ accreditations and areas of speciality and other data which is relevant to the appointment type.
• Enters, modifies, or updates patient information, upon calling, in the iConnect system according to established criteria.
• Transfers call to the Call Centre Nurses when appropriate. Does not answer any medical/nursing-related questions or give medical/nursing advice. 
• Schedules and books appointments as requested appropriately into iConnect and follows the clinic’s guidelines in the booking process.
• Confirms appointments through SMS and/or phone calls as per policy.
• Transfer to a different physician, cancel or reschedule patients’ appointments as per policy. 
• Ensures charts are made available in the clinics at the appointment time by ordering them online from Medical Records or calling Medical Records if necessary.
• Informs walk-in patients telephonically regarding waiting time. Places a remark on “Scheduler Note”. For example, patients are informed regarding waiting time. 
• Informs new customers to arrive 15 minutes before appointment time and to bring an identification card and insurance card according to the clinics guidelines.
• Completes electronic telephone message form and emails it to the correct clinic with necessary details intact.
• Sends SMS messages are sent out before 10:00 a.m. for the next day’s appointments. 
• Follows-up calls are placed to those patients who have not confirmed their appointment times via SMS.
• Maintains current insurance expertise to answer basic questions from patients regarding insurance-related issues such as General Exclusions. 
• Overbooks physicians according to clinic-defined standards. 
• Ensures that all departmental reports and audit tools are compiled and completed timely and accurate manner.
• Assists in the orientation of new staff members to the Call Centre.
• Facilitates efficient Call Centre function by consulting and communicating with all co-workers.
• Maintains complete product knowledge at all times of all hospital features/services/prices/packages and hours of operations.
• Ensures that the place of work and the surrounding area are kept clean and organised at all times.
• Ensures a safe working environment through strict compliance with the Hospital Policies and Procedures regarding safety, infection and security.

Qualifications

• High School Graduate

PROFESSIONAL EXPERIENCE:

• Knowledge of customer service principles.
• Knowledge of basic computer literacy.
• Knowledge of adequate medical terminology.
• Knowledge of medical terminology or prior exposure to a medical environment.
• Knowledge of operator or call centre procedures is preferable.
• Skills in verbal and written communication in both English and Arabic.
• Ability to demonstrate computer literacy and work efficiently with digital tools.