Call Center Executive

About the role

Royal Khalifa City Hospital Abu Dhabi is looking for a Call Center Executive who will be the first point of contact for patients. The role covers answering calls to and from the hospital promptly and politely, and supporting patients with a variety of tasks such as appointment scheduling, information on healthcare services, insurance confirmation and call routing.

Key responsibilities

• Answer incoming calls, manage multiple lines at once and handle call backs in a timely manner
• Schedule appointments, provide information on hospital services, confirm insurance details and route calls to the right healthcare personnel
• Maintain excellent telephone etiquette, a pleasant tone of voice and good average handling time
• Collect and maintain patient feedback, communicate with departments about complaints and escalate difficult cases professionally
• Book appointments, clarify enquiries, and manage appointment issues such as no-shows, confirmations, cancellations and rescheduling
• Create and update doctors' calendars and notes, and maintain duty changes according to unit protocol
• Promote the hospital's services and follow the duty schedule set by the team leader or supervisor, including different shifts
• Adhere to NMC regulations and policies on infection control, patient safety and JCI, and take part in quality improvement, quality assurance and in-house training
• Keep patient and staff confidential and work with colleagues and management

Required profile

• Minimum 1 year of experience as a contact center agent in a patient-focused environment
• Experience operating a multi-line switchboard system
• Ability to multitask, listen effectively and handle call volumes according to the call process flow