Call Center Team Leader

CALLCENTER TEAM LEADER

Supports the American Hospital Dubai’s mission and vision statement. Provides telephonic scheduling for patients calling with one of the many services American Hospital Dubai provides. Coordinates booking of appointments to optimize clinic function. Supports the successful achievements of Clinic Operations strategic goals. Requires to be intimately familiar with the scope of services of each Clinic represented and will aid in directing the patients to the most proper clinic for his/her specific needs.

DUTIES AND RESPONSIBILITIES:

• Follows the chain of command in reporting incidents or concerns.
• Prioritizes workload and completes correspondence promptly.
• Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries.
• Ensures a safe working environment through strict compliance with American Hospital Dubai's Policy and Procedures regarding safety, infection and security.
• Promotes incident, and customer complaint reporting to improve patient and family care.
• Answers phone calls politely and cordially and maintains proper telephone etiquette.
• Facilitates patients to find the most appropriate physician for their questions and/or health-related complaints.
• Provide patients with a specialty brief history of physicians’ accreditation's and areas of specialty and other data which is relevant to the appointment type.
• Enters, modifies, or updates patient information, upon calling, in the Cerner system according to established criteria.
• Transfers call nursing-related to the Call Center nurses when appropriate. Does not answer any medical/nursing-related questions or give medical/nursing advice.
• Schedules and books appointments as requested appropriately into Cerner and follows clinic’s guidelines in the booking process
• Confirms appointments through SMS and/or phone calls as per policy.
• Transfers to and/or different physician, cancel or reschedules patients’ appointments as per policy.
• Ensures charts are made available in the clinics at the appointment time by ordering them online from Medical Records or calling Medical Records if necessary.
• Informs walk-in patients  regarding waiting time. Places remark on “Scheduler Note” (e.g. a rescheduled patient informed regarding waiting time.)
• Informs new customers to arrive 15 minutes before the appointment time and to brings identification card and insurance card as per the clinic guidelines.
• Completes electronic telephone message form and emails it to the correct clinic with necessary details intact.
• Sends SMS text message prior for the next day’s appointments.
• Follows-up calls are placed to those patients who have not confirmed their appointment times via SMS.
• Maintains current insurance expertise to answer basic questions from patients regarding insurance-related issues. Such as General Exclusions.
• Overbooks physicians according to clinic-defined standards.
• Ensures that all departmental reports and audit tools are compiled and completed in a timely and accurate manner.
• Assists in the orientation of new staff members to the Call Center.
• Facilitates efficient Call Center function by consulting and communicating with all co-workers.
• Maintains complete knowledge at all times of all hospital features/services/prices/packages and hours of operations.
• Ensures that the place of work and surrounding area is kept clean and organized at all times.
• Monitors Call Centre agents’ punctuality and adherence to dress code, reporting shortages to Call Center Manager.
• Monitors Call Centre agents’ performance, reporting shortages to the Clinic Manager.
• Ensures that Call Centre agents’ are following the standard procedures of inbound and outbound.
• Ensures that Call Centre agents’ are following the standard procedures in the Cerner system in modifying patient information upon their calling.
• Ensures Call Centre agents’ are scheduling, transferring and cancelling appointments as requested appropriately.
• Ensures completion of Validation of skills list/competency with the Call Center Manager to ensure proper training of new staff within 90 days of the probationary period.
• Completes the orientation checklist by the end of probation for the new Patient Relations staff and discussed with the Clinic Manager throughout 120 days of probation.
• Discusses with Call Center Manager Call Centre agents’ performance, to ensure fair and continuous evaluation.
• Ensures appropriate coverage during lunch break and break time.

Requirements : 

• Bachelor's Degree
• Minimum of three (3) years experience as a Senior Call Center Agent
• Excellent English and Arabic verbal/written communication skills
• Ability to communicate clearly and concisely in both oral and written format
• Ability to be flexible and adaptable in a variety of situations
• Ability to remain calm under trying circumstances and work with frequent interruptions
• Skills in prioritising and multi-task in a fast-paced deadline sensitive environment
• Demonstrates adequate Medical Terminology
• Demonstrate computer literacy (in Cerner System) and efficiency

Note * :   Only shortlisted applicants will get contacted