Call Center Executive - Patient Support

About the role

Royal Hospital Sharjah is looking for a Call Center Executive to be the first point of contact for its patients. You will answer calls to and from the hospital promptly and politely, provide support and information, and help patients with their needs.

Key responsibilities

• Answer incoming calls, manage multiple lines at once and handle call backs on time
• Schedule appointments, give information on healthcare services, confirm insurance details and route calls to the right healthcare personnel
• Maintain good telephone etiquette, a pleasant tone of voice and a good average handling time
• Book appointments, clarify enquiries about hospital services and create and update doctors' calendars
• Collect and maintain patient feedback, communicate with departments about complaints and escalate difficult cases professionally
• Promote the hospital's services and follow the duty schedule set by the team leader or supervisor, including different shifts
• Follow NMC regulations and policies on infection control, patient safety and JCI, and take part in quality improvement, in-house training and quality assurance activities
• 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 well and handle difficult callers calmly