REPORTS TO:                     CALL CENTER SUPERVISOR

POSITION SUMMARY:

Provide telephonic scheduling for patients calling with one of the many services American Hospital Provides. Coordinates booking of appointments to optimize clinic function. Supports the successful achievements of Clinic Operations strategic goals. 

This position requires the Call Center Agent staff to be intimately familiar with the scope of services of each Clinic represented and will aide in directing the patients to the most proper clinic for his / her specific needs. 

STATEMENT OF VALUES:

An employee of the American Hospital Dubai is expected to promote the mission and philosophy of the hospital by acting in a caring, courteous and confidential manner towards patients, visitors, colleagues and staff by performing their duties and responsibilities according to the expected standards in order to fully meet patient care needs.

DUTIES AND RESPONSIBILITIES:

• Demonstrates ability to prioritize 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 safe working environment through strict compliance with Hospital Policy and Procedure regarding safety, infection and security.
• Promotes incident, customer complaint reporting to improve patient and family care.
• Answers phone call 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.   
• Provide patients with brief history of physicians’ accreditations and areas of specialty and other data which is relevant to the appointment type. 
• Enters, modifies, or updates patient information, upon calling, in the Meditech system according to established criteria.
• Transfers calls to the Call Center nurses when appropriate. Does not answer any medical / nursing related questions or give medical / nursing advice. 
• Schedules & books appointments as requested appropriately into Meditech and follow clinic’s guidelines in the booking process.
• Confirms appointments through SMS and / or phone calls as per policy.
• Transfer to different physician, cancels or reschedules 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, patient 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.
• SMS text messages are sent out before 10:00 am for next day’s appointments. 
• Follow 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. 
• Over books physicians according to clinic defined standards. 
• Ensures that all departmental reports and audit tools are compiled and completed timely & accurately.
• Assists in orientation of new staff member to the Call Center.
• Facilitates efficient Call Center function by consulting and communicating with all co-workers.
• Maintain complete knowledge at all time of all hospital feature/services/price/packages and hours of operations.
• Ensure that the place of work and surrounding area is kept clean & organized at all time.
• Demonstrates adequate Medical Terminology. 
• Demonstrate computer literacy (in Meditech System) and efficiency. 

QUALIFICATIONS:

• High school graduate  
• Excellent English and Arabic verbal/written communication skills.
• Basic computer literacy

PROFESSIONAL EXPERIENCE:

• Exposure to / experience with customer service principles
• Medical Terminology / or exposure to medical environment
• Previous operator or call centre experience, preferable.

• 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.

• 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