Call Center Agent (Health-Care Industry)

at  Tafaseel

Job Summary
Answer incoming calls from customers for various purposes, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Duties & Responsibilities

• Answer calls and route calls to appropriate resource
• Handle patient’s inquiries by telephonically and convert their inquiries to emails according to standard operating procedures and send to relevant department if no answer after transfer the line twice.
• Research required information using available resources
• Manage and resolve patient’s complaints and transfer to qualified person to solve their complaint.
• Provide customers with service information and hospital policy
• Update the business connect with new numbers of staffs and the name of new staffs joining the hospital •identify and escalate priority issues
• Follow up patient’s calls when necessary.
• Transfer the call internally between healthcare staff; for example (on call doctor, blood bank, radiology on call ….. etc.. .)
• To update self with information circulated in the hospital (memos/circulars) and updates within the call center (External Calls workbook—updates, on-leave and appointments).
• To take good care of tools entrusted by the administration (e.g. computer, headset); these shall be for official use only and should be used with caution.
• Receiving calls from patient and help those with their query regarding Appointments needed.
• Booking new appointments as per OPD policy, inform patients all information they should know before there visit.
• Cancelling and rescheduling appointments as per patient request.
• Online booking Appointments (Through website)
• If there is no slots available and patient needs urgently to see doctor take the details (Gather all the information of patient, number, caller’s name, patient name,

MRN NO#… etc.) and send it by Email to OPD Clinic for arranging appointment as overbooking or walk in.

• Booking appointment for all OPD procedure list, ER referral (routine Appointment, inpatient appointment list .ER Fracture list.
• Handling patient’s complaints related appointment and transfer to qualified person to solve their complaints.
• Respond to patient’s inquiries, requests, dispute over the phone, route it to the appropriate department or staff
• Explain the services available,
• Provide patient with service information and hospital policy
• Manage patient’s complaints call and communicate to PRO office as per the agreed process.
• Update the HMS system with any changes in clinic timing.
• Performs related work as assigned by client representative

Education and Experience

• Bachelor’s Degree or equivalent
• proficient in relevant computer applications
• Fluent in both Arabic and English Languages
• knowledge of customer service principles and practices.
• knowledge of call center telephony and technology
• some experience in a call center or customer service environment
• good data entry and typing skills
• knowledge of administration and clerical processes

• Answer calls and route calls to appropriate resource
• Handle patient’s inquiries by telephonically and convert their inquiries to emails according to standard operating procedures and send to relevant department if no answer after transfer the line twice.
• Research required information using available resources
• Manage and resolve patient’s complaints and transfer to qualified person to solve their complaint.
• Provide customers with service information and hospital policy
• Update the business connect with new numbers of staffs and the name of new staffs joining the hospital •identify and escalate priority issues
• Follow up patient’s calls when necessary.
• Transfer the call internally between healthcare staff; for example (on call doctor, blood bank, radiology on call ….. etc.. .)
• To update self with information circulated in the hospital (memos/circulars) and updates within the call center (External Calls workbook—updates, on-leave and appointments).
• To take good care of tools entrusted by the administration (e.g. computer, headset); these shall be for official use only and should be used with caution.
• Receiving calls from patient and help those with their query regarding Appointments needed.
• Booking new appointments as per OPD policy, inform patients all information they should know before there visit.
• Cancelling and rescheduling appointments as per patient request.
• Online booking Appointments (Through website)
• If there is no slots available and patient needs urgently to see doctor take the details (Gather all the information of patient, number, caller’s name, patient name