You will be responsible for a variety of tasks, which includes:
- handling inbound & outbound calls and SMS at hospital Contact Center, and providing clear and accurate information to customers for hospital services
- ensuring appointment accuracy in the systems as per shared guidelines and SOPs
- responding promptly and courteously to patients, attendants, employees and handling their queries & complaints
- meeting all qualitative and quantitative KPIs (Key Performance Indicators) to achieve quality and productivity targets
- maintaining Contact Center database and updating all required information correctly in respective systems/applications
- keeping equipment operational by following established procedures and reporting malfunctions immediately
- demonstrating respect for the diversity of patients/attendants and employees in all aspects of the job
- adhering to all HR and Contact Center policies, procedures and shift rosters
- maintaining a collaborative team relationship with colleagues and other employees in order to effectively contribute to the department & organization’s goals achievement and also to foster a positive work environment
- enhancing organization’s reputation and brand image by applying AKUH Service Excellence standards.
