Job Category: Customer Service
Job Summary:
Handle incoming calls from customers for various purposes, answer questions, handle complaints, troubleshoot problems, and provide information.
Responsibilities (What You’ll Do):
- Answer calls and route them to the appropriate resource.
- Handle patient inquiries by telephone and convert them to emails according to standard operating procedures. Send to the relevant department if there is no answer after transferring the line twice.
- Research required information using available resources.
- Manage and resolve patient complaints and transfer them to a qualified person to solve the complaint.
- Provide customers with service information and hospital policy.
- Update the business connect with new staff numbers and names of new staff joining the hospital.
- Identify and escalate priority issues.
- Follow up on patient calls when necessary.
- Transfer calls internally between healthcare staff (e.g., on-call doctor, blood bank, radiology on call).
- Update yourself 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 are for official use only and should be used with caution.
- Receive calls from patients and assist them with their queries regarding appointments.
- Book new appointments as per OPD policy and inform patients of all information they should know before their visit.
- Cancel and reschedule appointments as per patient request.
- Handle online booking appointments (through the website).
- If there are no slots available and a patient urgently needs to see a doctor, gather all the information (patient number, caller’s name, patient name, MRN number, etc.) and send it by email to the OPD Clinic for arranging an appointment as overbooking or walk-in.
- Book appointments for all OPD procedure lists, ER referrals (routine appointment, inpatient appointment list, ER Fracture list).
- Handle patient complaints related to appointments and transfer them to a qualified person to resolve their complaints.
- Respond to patient inquiries, requests, and disputes over the phone, and route them to the appropriate department or staff.
- Explain the services available.
- Provide patients with service information and hospital policy.
- Manage patient complaint calls and communicate them to the 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.
Requirements (What We’re Looking For):
- 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.