Call Center Agent | Al Futtaim Health | Healthcare
Location: AE - Ability to multi-task, exceptional flexibility to handle call volumes, both inbound and outbound
- At all times provide professional and the highest standards of customer service to interact with patients and all levels of staff within the organisation
- Excellent computer, systems and excel skills
- Handling Omni channel communication
- Provides a high level of customer service to the patients over the phone, by delivering accurate information
- Interacts with client in a professional and timely manner, offering services and solutions that respond best to their needs
- Responds to questions according to regulatory protocols and maintains confidentiality at all times
- Checks insurance eligibility using insurance portals
- Communicates effectively with client regarding the information that is needed
- Responds to urgent customer needs in a timely and professional manner and coordinates with other teams and departments as required to address each case and patient’s request
- Makes recommendations and implements process improvements
- Participates in fostering a safe workplace and promoting a positive work environment
- Participates in trainings and courses for professional development
- Spends maximum efforts in converting leads and inquiries to appointments, contributing to the department’s KPIs and organization’s targets
- Reports to duty with punctuality and complies with schedule and break times as indicated for the department
- Responsible to maintain good condition of the call center’s assets and report immediately any issues that may have a negative impact in the operations of the department
•Ability to multi-task, exceptional flexibility to handle call volumes
•Excellent PC skills
•Previous experience working in a call center environment desired
•Excellent written and communication skills in Arabic & English are essential
•Knowledge of Medical Terminology /or exposure to medical environment an advantage
•Excellent presentation and analytical skills
• Good decision making skills and Critical Thinking
•Strong operational thinking skills
•Conflict Management
•Customer service skills to include; diplomacy, patience, problem solving with a range of clientele.
