Full job description

Description

The Customer Service Call Center Representative is responsible for making or receiving telephone calls / emails on behalf of the hospital in order to fulfil patients / visitors requirements. Is expected to conduct and behave in a professional and respectful manner at all times.

Responsibilities:

• Answer calls and respond to emails on timely manner.
• Handle patients’ inquiries both telephonically and by email.
• Provide patients with appointments and other services information.
• Enter new patients’ information into system, and update existing patients’ information.
• Transfer calls to appropriate resource.
• Follow up patients calls / emails where necessary.
• Good data entry and typing skills, and being attentive to detail.
• Acquire needed knowledge of all the insurance companies, third party administrators and other institutions on direct billing with the Oasis Hospital
• Maintain clean and orderly desks.
• Maintain confidentiality of all hospital information.
• Speak in Arabic or English in the working environment when communicating with fellow workers.
• Report to work on time as scheduled.
• Ensure compliance with Appearance and Dress Code of the department.
• Attend meetings and trainings as scheduled.
• Perform other related duties incidental to the work described herein.

Competencies:

• Providing an excellent verbal and written communication with patients, and demonstrate a high level of listening skills.
• Demonstrate a high level of problem analysis and problem solving skills.
• Being able to receive and make all required number of phone calls per day, while maintaining an excellent customer service and using the scripts provided in call center.
• Knowledge of phone calls and email etiquette and techniques in order to perform assigned duties in an effective and efficient manner.

Qualification

Education: Diploma/degree holder preferably in administration

Languages: Arabic and English fluency required.

Experience

Experience: At least 2 years of experience in a related field preferably Hospital settings.