Client Services Specialist

Job Purpose / Objective 

Assume responsibility in handling patient and high and complex volume of inquiries, booking, confirmation, reschedule & cancellation of appointment through phone calls.

Key Responsibilities / Accountabilities  

• Appointment:
  • Handle patient appointment (book, confirm, cancel & reschedule).
  • Handle telephone inquiries.

• RCO:
  • Send call request through the system to be able to view by concerned doctors in order to provide immediate action.
  • Email their Supervisors if call request is sent more than once to the doctor.
  • Prepare Daily & Weekly RCO Report and send to Call Center Supervisors.

• Reschedule/Cancellation:
  • Make a return call after receiving feedback from patients through IVR system for rescheduling.
  • Inform patients through phone call if there is a closure of doctor’s clinic in a particular day and provide them options to reschedule or transfer to other doctors or clinic timings.

• Quality Assurance :
  • Receive patients complaint and raise it to concerned department through Continuity Of Care (COC) system.
  • Prepare Daily COC Report and send to Call Center Supervisors.

• Other Responsibilities:
  • Cover other staff if there is a shortage of staff in a particular section due to huge number of calls.
  • Adhere to HMG policy and procedures.
  • Follow delegated lines of authority, maintains ongoing effective and proper communication with the superior and colleagues.
  • Guide and orient new staff.
  • Support the supervisor in administrative tasks.
  • Participates in person-centered care initiatives undertaken by HMG.
  • Enriches patient experience with compassion, respect and dignity.
  • Perform other applicable tasks and duties assigned within the realm of her/his  knowledge, skills and abilities.

Education/ Professional Qualification

• Bachelor, preferably having certification in English Language Certificate or Telephone Etiquette and Customer Service. 

Experience

• Two years experience in the same field.

Professional Licensing / Certification / Training

• N/A