Job Description
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
