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Call Centre Executive - UAEN

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NMC Healthcare

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • Abu Dhabi

AI generated summary

  • You should be a graduate, with 1+ years in a patient-focused role, tech-savvy, and possess strong communication and organizational skills. Reliability and professionalism are key.
  • You will greet patients, provide information, handle inquiries, maintain records, ensure customer service, check insurance, manage complaints, and comply with safety and infection control policies.

Requirements

  • Preferably a graduate in any discipline.
  • Minimum of 1-year experience as a receptionist in a patient-focused environment; experience with operating a multi-line switchboard system is preferable. Interest in working in a hospital-related environment.
  • Proficient in technology applications, including basic MS Office (Word, Excel, PowerPoint), MS Outlook, and Internet Explorer skills.
  • Exceptional interpersonal skills, maturity, good judgment, and the capability to communicate professionally with a diverse range of individuals; superior phone etiquette skills.
  • Patient-focused, service-oriented, patient, and understanding.
  • Strong organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure.
  • Ability to work independently with minimal supervision.
  • Reliable, punctual, dependable, and responsive.
  • Excellent command of oral and written English; knowledge of Arabic is advantageous but not essential.

Responsibilities

  • Greets patients or their families and determines the nature of their inquiry.
  • Provides information to assist patients or refers them to the appropriate contact, either within the organization or elsewhere.
  • Advocates for patients’ and their families’ rights and responsibilities, confidentiality, information, and education.
  • Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.
  • Communicates all information to the Floor Supervisor on a daily basis.
  • Expedites the flow of visitors/patients and ensures that each person receives outstanding customer service by providing a friendly environment.
  • Provides information about medical insurance coverage to patients and checks it diligently before directing the patient to the doctor.
  • Investigates patient/visitor concerns and implements appropriate courses of action.
  • Keeps accurate records of discussions or correspondence with customers.
  • Performs duties related to handling patients, telephone calls, cash, and back office work as specified in the duty roster.
  • Performs other related duties as assigned by higher authorities.
  • Complies with all OSH and infection control policies, standards, and procedures, and cooperates with hospital management to fulfill these requirements.
  • Works in accordance with documented OSH procedures and instructions, specific responsibilities.
  • Is familiar with emergency and evacuation procedures.
  • Notifies OSH hazards, incidents, near misses, and issues and assists with the preparation of risk assessments and incident reports.
  • Complies with waste management procedures and policies.
  • Attends applicable OSH/Infection control training programs, mock drills, and awareness programs.
  • Uses appropriate personal protective equipment and safety systems.

FAQs

What are the main responsibilities of a Call Centre Executive?

The main responsibilities include greeting patients, providing information, advocating for patient rights, managing feedback procedures, ensuring customer service, checking medical insurance coverage, investigating concerns, and maintaining accurate records.

What qualifications are required for this position?

A graduate degree in any discipline is preferred, along with a minimum of 1-year experience in a patient-focused environment, particularly as a receptionist.

Is experience with a multi-line switchboard system necessary?

While it's preferable, it's not mandatory. Experience in a patient-focused role is the main requirement.

What technical skills are necessary for this role?

Proficiency in technology applications, including basic MS Office (Word, Excel, PowerPoint), MS Outlook, and Internet Explorer, is necessary.

What personal attributes are important for the Call Centre Executive?

Important attributes include exceptional interpersonal skills, maturity, good judgment, patient-focus, strong organizational skills, reliability, and excellent communication abilities in English.

Is knowledge of Arabic beneficial for this role?

Yes, knowledge of Arabic is advantageous but not essential.

What does the training process involve for this position?

The training process includes attending OSH/infection control training programs, mock drills, and awareness programs.

How important is customer service in this role?

Customer service is critical as the position involves ensuring that each person receives outstanding service and a friendly environment.

What does the position entail in terms of compliance and safety?

The position entails complying with OSH and infection control policies, reporting hazards, attending required training, and using personal protective equipment.

Can this position involve handling cash?

Yes, the Call Centre Executive may perform duties related to handling patients, telephone calls, cash, and back-office work as specified in the duty roster.

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NMC Healthcare

Delivering personalised care that matters.

Science & Healthcare
Industry
10,001+
Employees
1974
Founded Year

Mission & Purpose

NMC Healthcare is one of the largest private healthcare networks in the United Arab Emirates, and the third largest in Oman. Since 1975, we have provided high quality, personalised, and compassionate care to our patients and are proud to have earned the trust of millions of people in the UAE and around the world. ---------------------------------------- DISCLAIMER: Fraudulent Job Offers ---------------------------------------- It has come to our attention that fake job offers have been circulated under the name of NMC Healthcare by certain individuals/entities claiming that they are representatives or subsidiaries or under contract with NMC Healthcare. If you receive any unauthorised, suspicious, or fraudulent offers or interview calls, please send an email to verification@nmc.ae for formal verification. If you believe you have been a victim of a recruitment fraud, you are encouraged to approach the law enforcement agencies immediately.