Job Description

Roles & Responsibilities

Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
Maintaining departmental KPI’s.
Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.
Responsible for attending to all the incoming patient calls promptly, without delay.
Ensures call backs are completed in a timely manner.
Maintains clarity in communication and pleasant tone of voice at all times.
Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.
Assists the patient in the best way possible and creating a good impression
Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.
Responsible for booking appointments as well as clarifying enquiries related to the hospital services.
Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.
Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
Multitask and manage the call volumes as per the call process flow.

Desired Candidate Profile

Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system

Call Centre Executive NMC healthcare LLC