Job Summary: The Call Center Executive to join our Call Center team. The Al Zahra Hospital Dubai Call Center Executive will receive and answer calls from patients requiring medical services or clarification regarding a medical entity, this includes appointments and scheduling of the patient to their desired doctors. Hospital Call Center can be of two types – inbound (Received calls) and outbound (make calls). In either case the call center employee has to be well versed with medical information and must have the ability to convey the information in a clear manner.
Key Duties and Responsibilities:
Schedules appointment of patient to their desired doctors.
Provides concrete hospital direction and location to the callers .
Set as a directory to the hospital staff and patients, by giving the number and exact location of the person or doctor they are intended to visit.
Maintain current listing of locations/ extension of staff/ patients to expedite relaying of calls.
The Call Center Executive will announce notification and codes for the entire hospital.
Perform other applicable task and duties assign within the realm of his/her knowledge, skills and ability.
Maintain the high standard of telephone etiquettes when answering calls.
Receive calls requiring medical care, and provide the information needed.
Understand the requirement of the callers and provide precise information.
Well versed with all kinds of information that the call center must deals with.
Identify and escalate priority issues.
Listen to the request of the caller and either solve the query (if can) or direct the call to the concerned department.
The Call Center Executive will also transfer calls to the respective place as per caller’s requirements.
Must have update list (Visiting Doctor, Procedure, Ads…etc.) from HR & Marketing Department as well.
Responds quickly and accurately to disaster and emergency situations as required, remaining calm.
Interrupt a busy line if there is an emergency.
Make overhead announcements.
Qualifications, Skills and Experience:
The Call Center Executive must hold a Bachelor’s Degree /Diploma or its equivalent
At least two years of recent in the Health Care Field
Very Good Computer Skills (Word, Excel, PowerPoint…etc.).
Effective & Efficient Communication Skills.
Ability to Work as an Efficient & effective Team Member Ability to Handle Projects.
Excellent interpersonal and communication skills.
Good command of written and spoken English language.
Pro-active and able to successfully prioritize competing priorities.
Organized and able to work methodically.
Able to efficiently multi-task
The ability to effectively lead a professional team as well as receiving direction from the management.
About Al Zahra Hospital: Al Zahra Hospital was established in 1981. This is the first and the largest private general hospital in the UAE. Both inpatient and outpatient treatment is of an international standard, and is backed by the latest radiology and laboratory facilities.