Patient Happiness Executive

at  NMC Healthcare

• Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
• Maintaining the departmental KPI
• Preparing the departmental duty roster as per the operational requirement
• Liaison with the supervisor and the HOD to improve the KPI and customer service
• Responsible for attending to all the incoming patient calls promptly, without delay as per the guidelines.
• Maintains a record of any information or message received from the caller and communicates effectively to the concerned department/person
• Maintains clarity in communication and pleasant tone of voice at all times
• Well versed with the call center processes of call hold, call transfer, message receipt, call back etc as per specified guidelines
• Assisting the caller in the best way possible and creating a good impression
• Responsible for first call resolution to achieve the utmost patient satisfaction.
• Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended to
• Responsible for booking appointments as well as clarifying enquiries related to the hospital services
• Responsible for collecting and maintaining feedback regarding the service and communicating effectively with the concerned department, regarding any complaints received from patients
• Responsible to handle difficult/irate callers with calmness in a professional manner and escalate to the concerned department when needed
• To multitask and manage the call volumes as per the call flow to maintain the KPI within the standards
• To contribute to improving the departmental performance through the various tasks/projects that may be assigned
• To promote the services of the hospital to patients who would be looking for it
• To follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department
• Strictly adheres to organization’s regulations and policies especially those related to infection control, patient safety, JCI.
• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
• Participates and contributes to scheduled in-service training programs.
• Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
• Maintains confidentiality as per the agreement signed.
• Demonstrates the ability to listen to others in promoting effective communication.
• Develops thorough understanding of policies and procedures of the hospital and Demonstrates respect for them.
• Carries out other duties when requested by the Head of department.
• Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
• Maintaining the departmental KPI
• Preparing the departmental duty roster as per the operational requirement
• Liaison with the supervisor and the HOD to improve the KPI and customer service
• Responsible for attending to all the incoming patient calls promptly, without delay as per the guidelines.
• Maintains a record of any information or message received from the caller and communicates effectively to the concerned department/person
• Maintains clarity in communication and pleasant tone of voice at all times
• Well versed with the call center processes of call hold, call transfer, message receipt, call back etc as per specified guidelines
• Assisting the caller in the best way possible and creating a good impression
• Responsible for first call resolution to achieve the utmost patient satisfaction.
• Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended to
• Responsible for booking appointments as well as clarifying enquiries related to the hospital services
• Responsible for collecting and maintaining feedback regarding the service and communicating effectively with the concerned department, regarding any complaints received from patients
• Responsible to handle difficult/irate callers with calmness in a professional manner and escalate to the concerned department when needed
• To multitask and manage the call volumes as per the call flow to maintain the KPI within the standards
• To contribute to improving the departmental performance through the various tasks/projects that may be assigned
• To promote the services of the hospital to patients who would be looking for it
• To follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department
• Strictly adheres to organization’s regulations and policies especially those related to infection control, patient safety, JCI.
• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
• Participates and contributes to scheduled in-service training programs.
• Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
• Maintains confidentiality as per the agreement signed.
• Demonstrates the ability to listen to others in promoting effective communication.
• Develops thorough understanding of policies and procedures of the hospital and Demonstrates respect for them.
• Carries out other duties when requested by the Head of department.
• Preferably a college graduate in any discipline.
• Minimum 2-year experience as a call center agent in a patient focused environment and operation of multi-line switchboard system.
• Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
• Must have an exceptional interpersonal skill, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals, superior telephone etiquette skills
• Patient focused; service oriented; patient & understanding.
• Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure
• Reliable, punctual, dependable, and responsive.
• Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.

Please refer the Job description for details