Client Services Specialist

Job Description

Job Purpose / Objective

Assume responsibility in handling patient and high and complex volume of inquiries, booking, confirmation, reschedule & cancellation of appointment through phone calls.

Key Responsibilities / Accountabilities

• Appointment:
• Handle patient appointment (book, confirm, cancel & reschedule).
• Handle telephone inquiries.

• RCO:
• Send call request through the system to be able to view by concerned doctors in order to provide immediate action.
• Email their Supervisors if call request is sent more than once to the doctor.
• Prepare Daily & Weekly RCO Report and send to Call Center Supervisors.

• Reschedule/Cancellation:
• Make a return call after receiving feedback from patients through IVR system for rescheduling.
• Inform patients through phone call if there is a closure of doctor’s clinic in a particular day and provide them options to reschedule or transfer to other doctors or clinic timings.

• Quality Assurance :
• Receive patients complaint and raise it to concerned department through Continuity Of Care (COC) system.
• Prepare Daily COC Report and send to Call Center Supervisors.

• Other Responsibilities:
• Cover other staff if there is a shortage of staff in a particular section due to huge number of calls.
• Adhere to HMG policy and procedures.
• Follow delegated lines of authority, maintains ongoing effective and proper communication with the superior and colleagues.
• Guide and orient new staff.
• Support the supervisor in administrative tasks.
• Participates in person-centered care initiatives undertaken by HMG.
• Enriches patient experience with compassion, respect and dignity.
• Perform other applicable tasks and duties assigned within the realm of her/his knowledge, skills and abilities.

Requirements

Education/ Professional Qualification

• Bachelor, preferably having certification in English Language Certificate or Telephone Etiquette and Customer Service.
  

Experience

• Two years experience in the same field.
  

Professional Licensing / Certification / Training

• N/A