Job Description

JOB PURPOSE:

To provide a high-quality, professional service to all visitors at the reception, ensuring efficient communication and customer service.

KEY RESPONSIBILITIES AND DUTIES:

• Handles inbound and outbound calls, emails, live chats, surveys, telesales, telemarketing activities, and other required forms of communication.
• Answers calls within the specified time frame based on business needs.
• Updates customer information in the system for both new and existing customers, documenting all call details according to standard operating procedures.
• Follows up with customers as needed (e.g., call backs).
• Builds customer interest in services and products, including upselling when appropriate.
• Responds to customer inquiries and complaints accurately and within a specified time frame, offering advice and solutions for issues.
• Achieves the requested KPIs (Key Performance Indicators) monthly.

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• Ensures accurate appointment scheduling by confirming dates, times, and other details with customers to minimize errors and miscommunication.
• Assists customers with general information regarding services, policies, and procedures to guide them effectively.
• Coordinates with other departments to ensure smooth patient flow and timely bookings.
• Escalates complex issues or complaints to senior team members as needed, ensuring that problems are addressed promptly and effectively.
• Prepares reports and updates on appointment scheduling, booking trends, and customer feedback to support ongoing improvements in service delivery.
• Other duties as assigned within the scope of the job.

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• Responsible for entering OPD doctors’ schedules in the system.
• Reviews the daily Outpatient Clinic schedule to ensure accuracy and availability.
• Responsible for applying cancellation, sick leave, or any changes in the outpatient clinic schedule sheet provided by the Outpatient Director or sent through internal mail.
• Checks physicians’ leaves to ensure that clinics are closed during the period of their absence.
• Informs the Medical Records unit if there’s any duplication in the Medical Record.
• Performs all call center functions to cover any shortage in the OPD bookings.
• Responds to customers’ inquiries and complaints accurately and within a certain time frame.
• Coordinates with medical staff and other departments to ensure that all scheduling conflicts or issues are resolved promptly.
• Monitors and tracks patient appointments to ensure efficient clinic flow and minimize patient waiting times.
• Assists patients with appointment rescheduling or cancellations, providing alternative options if needed.
• Provides support to patients and families by giving clear directions to the OPD facilities and assisting with any appointment-related questions.
• Other duties as assigned within the scope of the job.

Experience:

• 0 – 2 Experience in a customer service or call center environment, preferably within healthcare or medical services.

COMPETENCIES:

• Adaptability & Resilience
• Accountability & Role Understanding with Accreditation Knowledge
• Teamwork and Relationship Building with Cultural Alignment
• Talent Management and Development
• Compassionate and Effective Communication