Call Center Agent
Mersal -
Maadi, CairoPosted 8 months ago66Applicants for10 open positions
- 63Viewed
- 0In Consideration
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Job Details
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Job Description
- Patient Interaction
- Answer incoming calls promptly and courteously, assisting patients with appointment bookings and inquiries.
- Provide clear and accurate information regarding clinic services, locations, and doctor availability.
- Making outbound calls according to the needs and directions from team leader/supervisor
- Appointment Management
- Schedule, modify, and confirm patient appointments based on clinic availability and patient preferences.
- Follow up with patients to confirm appointments and reschedule as necessary, ensuring clear communication throughout the process.
- Address last-minute cancellations or changes, coordinating with clinic staff to minimize disruptions.
- Patient Support
- Handle patient inquiries and concerns, directing them to the appropriate department when necessary.
- Deliver a professional and empathetic patient experience to foster trust and satisfaction.
- Record Keeping
- Maintain accurate and up-to-date records of appointments in the clinic’s scheduling system.
- Create clear entries of all daily activities using the required tools (e.g., spreadsheets, forms, scheduling systems).
- Communication & Reminders
- Provide reminders to patients about upcoming appointments via phone or SMS, as needed.
- Assist with managing waitlists and prioritizing urgent cases when slots become available.
- Reporting & Compliance
- Ensure adherence to clinic policies and guidelines regarding appointment scheduling.
- Create daily, weekly, and monthly reports for team supervision, detailing tasks completed, issues encountered, and recommendations for improvement.
- Utilize the appropriate scripts for each call, request, and inquiry, as per the provided training.
Job Requirements
- Bachelor’s degree.
- Previous experience in a call center (healthcare setting is preferred).
- Excelling in using scheduling software and various computer systems.
- Strong communication and interpersonal skills with a patient-centered approach.
- Ability to multitask and work efficiently in a fast-paced environment.
- Proficient in English and the primary language spoken by the clinic’s patient base.
- Excellent problem-solving skills and the capacity to handle challenging situations with composure.
