Job Summary
Answer incoming calls from customers for various purposes, answer inquiries and questions, handle complaints, troubleshoot problems, and provide information.
Duties & Responsibilities (What You’ll Do)
- Answer calls and route calls to appropriate resource.
- Handle patient’s inquiries by telephone and convert their inquiries to emails according to standard operating procedures and send to relevant department if no answer after transferring the line twice.
- Research required information using available resources.
- Manage and resolve patient’s complaints and transfer to a qualified person to solve their complaint.
- Provide customers with service information and hospital policy.
- Update the business connect with new numbers of staff and the name of new staff joining the hospital.
- Identify and escalate priority issues.
- Follow up on patient’s calls when necessary.
- Transfer the call internally between healthcare staff; for example (on-call doctor, blood bank, radiology on call, etc.).
- Update self with information circulated in the hospital (memos/circulars) and updates within the call center (External Calls workbook—updates, on-leave, and appointments).
- 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.
- Receive calls from patients and help those with their query regarding Appointments needed.
- Book new appointments as per OPD policy, inform patients of all information they should know before their visit.
- Cancel and reschedule appointments as per patient request.
- Online booking Appointments (Through website).
- If there are no slots available and the patient needs urgently to see a 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.
- Book appointments for all OPD procedure lists, ER referral (routine Appointment, inpatient appointment list, ER Fracture list).
- Handle patient’s complaints related to appointments and transfer to a qualified person to solve their complaints.
- Respond to patient’s inquiries, requests, and disputes over the phone, route it to the appropriate department or staff.
- Explain the services available.
- Provide patients with service information and hospital policy.
- Manage patient’s complaints calls and communicate to PRO office as per the agreed process.
- Update the HMS system with any changes in clinic timing.
- Perform related work as assigned by the client representative.
Education and Experience
- Bachelor's Degree or equivalent.
- Proficient in relevant computer applications.
- Fluent in Amharic 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.
Location
Onsite
Apply Now
If you are a motivated and customer-focused individual with excellent communication skills, we encourage you to apply.