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Call Center Agent

Reference Number:
CCA-01
Date:
September 8, 2022

To effectively handle telephone requests by processing the information received accurately and efficiently.
To provide and promote a professional, high quality, front line patient focused telephone service to all callers and delivering a service to meet the individual needs of all patients and wherever possible resolving enquiries at first point of contact. Responsible for making outbound calls to set appointments and gather survey data.

Responsibilities
Answer telephone promptly and in a polite and professional manner, following call center scripts and demonstrate excellence in customer service.
Manage large volumes of incoming and outgoing calls in a courteous manner, demonstrate strong telephone and verbal communication skills, utilize active listening to better meet patients’ needs and respond back in a timely manner to missed calls.

Identify customers’ needs, clarify information, and utilize reliable resources available to provide answers and solutions and exercise sound judgment in handling calls, especially with dissatisfied patients.
Make reminder/confirmation calls in a daily basis.
Schedule appointments for patients in accordance with the scheduling rules and in a smooth and efficient manner to ensure patient satisfaction and efficient work scheduling of clinicians, review appointment date, time, location and provider name with caller.
Obtain and enter accurate demographic and appointment information into the electronic medical record.
Remind the caller to arrive 15 minutes before scheduled appointment to complete paperwork and inform the caller of items to bring to the appointment (including insurance card, medications, visit fee, etc…).
Remind the caller of the cancellation/no-show policy.
Maintain confidentiality regarding sensitive information.
Manage administration, communicating and coordinating with internal departments
Recognize the need to escalate calls to the team leader or manager as necessary.
Ability to work well under pressure, take initiative, be flexible.
Cover the CSO as needed in case staff shortage.
Conduct outbound calls for marketing purposes.
Participate in marketing events and initiatives.
Follow departmental policies and KPIs.

Qualifications
Diploma or higher degree in any discipline Minimum 1-2 years’ experience in a call center.
Healthcare sector experience preferred.

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