Call Center Agent

Job Description

Responsibilities

• Supports the team members by answering daily inquiries.
• Provides coaching, guidelines and education to the team members.
• Monitors the skillsets assignment and the workflow and the volumes.
• Provides the approved quality training and ensures the efficiency of the team members.
• Assesses daily call quality using the call recording system.
• Assists call centre agents with handling the complaints and patients’ challenges. 
• Monitors the real-time display screen and applies the necessary changes in order to maintain the target of the abandoned call.
• Assigns daily breaks and monitor the agent’s attendance. 
• Monitors the agent’s productivity and provides a daily agent performance report.
• Assists the team leader with the daily duty of Rota.
• Prioritizes tasks ensuring effective functioning of the area.
• Follows the chain of command in reporting incidents or concerns.
• Prioritizes workload and completes correspondence in a timely manner.
• Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries.
• Ensures a safe working environment through strict compliance with the Hospital Policies and Procedures regarding safety, infection and security.
• Promotes incident, and customer complaint reporting to improve patient and family care.
• Answers phone calls in a polite and cordial manner.
• Maintains proper telephone etiquette. 
• Facilitates patients to find the most appropriate physician for their questions and/or health-related complaints.   
• 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 Center 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. Place remark on “Scheduler Note”. For example, patients are informed regarding waiting time. 
• Informs new customers to arrive 15 min prior to appointment time and to bring identification card and insurance card according to clinic 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.
• Assists in the orientation of new staff members to the Call Center.
• Facilitates efficient Call Center 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 surrounding area is kept clean and organized at all times.

Qualifications

• High school graduate

PROFESSIONAL EXPERIENCE:

• Excellent English and Arabic verbal/written communication skills
• Basic computer literacy
• Exposure to/experience with customer service principles
• Medical Terminology/or exposure to a medical environment
• Knowledge of adequate Medical Terminology
• Demonstrate computer literacy and efficiency
• Previous operator or call centre experience is preferable