Call Center Executive - Patient Support

About the role

Royal Khalifa City Hospital Abu Dhabi is looking for a Call Center Executive to be the first point of contact for patients. You will answer calls to and from the hospital promptly and politely, handle multiple lines at once, and help patients with a range of tasks such as scheduling appointments, giving information on healthcare services, confirming insurance details and routing calls to the right healthcare personnel.

Key responsibilities

• Answer incoming calls promptly, maintain excellent telephone etiquette and a pleasant tone of voice, and ensure callbacks are completed on time.
• Manage call volumes according to the call process flow, keeping average handling time reasonable while callers are satisfied.
• Book appointments, confirm, cancel and reschedule them, and create and update doctors' calendars and notes.
• Provide information on hospital services, clarify enquiries and promote the hospital's services to patients.
• Collect and maintain patient feedback, communicate with departments about complaints, and handle difficult patients calmly, escalating when needed.
• Liaise with the supervisor and HOD to improve KPIs and patient experience.
• Follow the duty schedule set by the team leader or supervisor, including different shifts.
• Support continuous quality improvement, take part in quality assurance activities and in-house training, and adhere to NMC regulations, patient safety and JCI standards.
• Maintain patient and staff confidentiality and exercise effective interpersonal skills.

Required profile

• Minimum 1 year of experience as a contact center agent in a patient-focused environment.
• Experience operating a multi-line switchboard system.