Job Details
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Job Description
Tabibi 24/7 is a medical service provider, providing pediatric and family medicine. Our call center operates at the highest level of professionalism and around the clock. We are seeking call center agents with excellent communication skills in both Arabic and English.
Job Responsibilities include:
Support provided by company:
Job Responsibilities include:
- Records and processes orders and/or inquiries received by mail, telephone, and/or through patient direct contact
- Provides timely response to patients’ inquiries by telephone and/or email in an in or outbound service center, consistent with service and quality standards.
- Develop first opinion on case to either recommend hospital admission or prepare a pre-visit report for the doctor.
- Provides pricing, availability, and schedules information within established guidelines.
- Receives inbound and outbound calls to patients in a confidential manner with strict adherence to policies and procedures.
- Operates on Tabibi 24/7’s software. This includes patients’ data entry to the system, concluding reservations for sick visits, well checks, vaccines scheduling, and emergency home visits, making follow up calls when necessary, and ascertaining the reason for a patient's call.
- Follows established protocol to appropriately refer a physician or specialist to caller.
- Verifies and enters into a computer database patients' demographic and medical history
- Provides correct information or directs the call to the appropriate team member or department while maintaining a high level of professionalism
- Escalates problems that may arise to the appropriate level
- Performs other call center/customer care related duties as assigned or required by contact center manager, provided that these duties do not intersect with the regular course/nature of work.
- Handling shift handovers: Since Shift Handover is an extremely critical task
- Creates patient activities as a reminder for the following tasks including but not limited to follow-up calls for patients, reminder Calls/SMSs to patients regarding their vaccination schedules and well checks, to mail a letter to a patient, and any other reminders necessary as it relates to a patient's care.
- Adheres to Tabibi 24/7 standards as they appear in the Code of Conduct of Tabibi 24/7 Company’s Policy Manual.
- Maintaining the strictest confidentiality regarding patients’ information and fiscal data.
- Performs other related duties as assigned.
- Office is in Maadi
Support provided by company:
- Other IT equipment as required
- 100% of costs for approved trainings
Job Requirements
Basic Qualifications & Interests
- Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction
- Basic level skill in Microsoft Excel, Word, Math, Internet
- Basic level PC skills experience (for example: startup and shutdown computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents, access information online, etc.).
- Willing to work overtime, this may include evenings, weekends and/or hours outside of normal business hours.
- Excellent interpersonal, organizational, and customer service skills are essential.
- Excellent command of Arabic and English languages.
- Keyboarding skills and the ability to utilize computer equipment and software are required as is experience with other types of standard office equipment.
- Medical terminology preferred.
Experience (Recommended)
- At least 1 year of experience in call center/ customer care experience.
- Experience in the medical sector is a plus
