Call Center Agent

3 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia National Medical Care Company Full time

Job Title: Customer Service Associate

Company: National Medical Care

Job Description:

Responsible for answering incoming calls from customers to take orders, answer inquiries and questions, and handle complaints. Troubleshoot problems and provide information.

Major Duties and Responsibilities

  • Ensures through his/her actions, either directly or indirectly, that a superior quality of medical treatment, compassion and understanding is given to every patient served at the NMC Hospitals and Clinics.
  • Meet/assist all incoming calls, answer them, connect and take down messages when necessary. Answering calls with polite telephone manners.
  • Prompt response to telephone inquiries.
  • Enter Physicians ROTA into the system after approval of Dept. Head & monitor by CMS their availability in clinics. Fixing appointments in the available slots.
  • Opening temporary files for patients and informing the patient about his/her temporary medical record number.
  • Opening files for new patients and recording the pertained data of the patient.
  • Checking the financial coverage of the patient and required documents.
  • Contact patients who are on the waiting list and book them with physicians and new schedules become available. Calls patients who missed their appointments when there is a need for them to be seen by their physicians.
  • Calls patients to remind them of their appointment two (2) days ahead of time.
  • Work is conducted in a professional manner maintaining patient confidentiality.
  • Follows all departments' policies and procedures.
  • Participates in ongoing education programs developed by the department, e.g., department policy and procedures, fire safety, risk management, environmental control.
  • Manage and resolve customer complaints.
  • Provide customers with product and service information.
  • Update existing customer information.
  • Complete call logs.
  • Work flexibly as part of a team to provide an effective and efficient Appointment Service.
  • Ensure the procedures for security, safety, and confidentiality are complied with at all times.
  • Attend annual mandatory training including infection control, health and safety training, departmental training, etc.
  • Ensure a systematic filing of all records is organized for easy access by all concerned staff.
  • Responsible to read, understand and familiarize himself/herself with, and comply with hospital and departmental rules, policies, and procedures.
  • Perform additional tasks as assigned by his/her superior.
  • Monitor Physicians' vacations/leaves to be reflected on the schedule after approval of Dept. Head & CMS.
  • Reschedule/cancel patients after approval of Head of OPD.

Reporting to: Head of Department

Qualifications:

A minimum of:

Education: Diploma/College graduate in general administration or any related field.

Experience: Minimum (1) year experience in a similar position preferably in a healthcare facility. Customer service course/experience is required. Tact, courtesy, and public relations skills are a must. Good communication & interpersonal skills. Fluency in verbal and written English & Arabic is required.

Seniority Level

Entry level

Employment Type

Full-time

Job Function

Other and Customer Service

Industries

Hospitals and Health Care, Medical Practices, and Office Administration

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