Call Centre Executive NMC healthcare LLC

Job Description

To ensure that phone calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the caller.

Responsibilities

• Call Centre Executives are ultimately responsible for the call center procedure
• Executives must answer the telephone at all times; the telephone should never be left unattended
• Ensure calls are attended to on or before the third ring, promptly
• Maintain clear voice clarity so the caller can understand easily
• Always remember you are working for a hospital and act with responsibility
• Note down details clearly to avoid miscommunication. Always keep a notepad and pencil near the phone and record the following:
• Caller’s name (ask for correct spelling)
• Caller’s company/institution
• Phone number and extension
• Reason for calling
• Date, time, and your initials
• Place the message slip in a conspicuous place in the caller’s party office
• Speak clearly and distinctly in a pleasant tone of voice. Always start the conversation as follows:
• When transferring a call:
• Explain to the caller that you are transferring the call
• Inform them of the department/person being transferred to
• When the call is picked up, explain to the recipient who is on the line and the subject matter if possible
• Remember: Call Centre Executives are the first point of contact for the hospital, and the first impression matters greatly
• If a caller reaches the wrong department, be courteous and redirect them to the right one; if possible, identify their requirement and try to assist
• If the concerned person is unavailable, provide a tactful response to satisfy the caller
• Direct complaints to the concerned department. If difficult to handle, transfer to the Customer Relations Department
• When handling rude or impatient callers:
• Stay calm, remain diplomatic and polite
• Show willingness to resolve the issue
• Empathize with the caller and remember their concerns are important
• Offer to have your supervisor speak with the caller if needed
• Sometimes callers just want a supervisor to listen; in such cases, connect them accordingly
• Comply with all OSH and infection control policies, standards, and procedures; cooperate with hospital management to meet requirements
• Work in accordance with documented OSH procedures and instructions
• Be familiar with emergency and evacuation procedures
• Report OSH hazards, incidents, near misses, and assist with risk assessments and incident reports
• Comply with waste management procedures and policies
• Attend applicable OSH/Infection control training programs, mock drills, and awareness sessions
• Use appropriate personal protective equipment (PPE) and safety systems