Inspire and drive the Contact Center & Scheduling team at Lothan's Hospital to consistently provide outstanding service to both internal and external clients, as well as patients. Skillfully oversee incoming calls, appointments, and grievances, ensuring a proficient and gratifying experience. Enhance operational protocols and uphold benchmarks of excellence to surpass customer anticipations.
JOB SUMMARY
Inspire and drive the Contact Center & Scheduling team at Lothan's Hospital to consistently provide outstanding service to both internal and external clients, as well as patients. Skillfully oversee incoming calls, appointments, and grievances, ensuring a proficient and gratifying experience. Enhance operational protocols and uphold benchmarks of excellence to surpass customer anticipations.
DUTIES & RESPONSIBILITIES
1.Serve as an exemplary role model and lead the Contact Center team through exemplary guidance, fostering motivation to achieve targets. Cultivate collaborative, high-achieving teamwork with open communication and harmony.
2.Develop customized scripts to adeptly address incoming calls, inquiries, questions, and appointment scheduling, ensuring a standardized and effective approach.
3.Curate and maintain an extensive centralized knowledge base for the department, diligently incorporating all essential information required for addressing inquiries with precision.
4.Uphold the security and accuracy of patient demographic and personal information within systems, implementing consistent checks to ensure unwavering reliability.
5.Enforce high standards and guidelines to nurture a culture of improvement in Contact Center operations. Spotlight areas for process enhancement, introducing innovative techniques that surpass customer expectations.
6.Monitor team performance comprehensively, offering constructive feedback, and implementing targeted coaching a training interventions to elevate team capabilities.
7.Coordinate and conduct impactful training sessions, ensuring that the team remains well-versed in processes, procedures, tools, and the latest in customer service best practices.
8.Regularly compile comprehensive reports encompassing contact center performance, customer feedback, and pertinent metrics for scrutiny by management.
9.Uphold strict compliance with all relevant regulations, policies, and procedures pertaining to contact center operations and patient rights.
10.Pursue efficiency and effectiveness in contact center operations through ongoing assessment and strategic enhancements, reflecting unwavering dedication to patient satisfaction and care.
11.Assume direct responsibility for managing escalated calls, adeptly defusing tense situations, formulating effective solutions, and displaying proactive dedication to addressing concerns.
12.Exhibiting leadership, undertake the proactive responsibility of directly addressing incoming calls, particularly during periods of heightened queue activity.
13.Undertake any other related duties as directed by the Direct Manager, exhibiting adaptability and a comprehensive commitment to the role.
KEY CONTACTS
INTERNAL:1.Department Manage
2.Physicians & Visiting Doctors
3.Other Lothan EmployeeTERNAL:1.Patients
2.Public
3.Suppliers & Contractors
JOB REQUIREMENTS
EDUCATION: Graduate of an accredited university.
EXPERIENCE: 4 years' experience in customer service supervisory position preferably in healthcare.
PERSONAL ATTRIBUTES:
The inbent must demonstrate the following personal attributes:
1.Attention to details
2.Empathy
3.Team Collaboration
4.Goal Oriented
5.Cultural awareness and sensitivity
6.Sound work ethics
7.Presentable
OTHER SKILLS:
Language Skills: Expertise in written and spoken Arabic and English
Leadership & Team Management: Guide team to exceed targets, foster collaboration, and mentor growth.
Patient-Centric Approach: Prioritize patient-centered compassionate care and empathetic communication.
Analytical Decision-Making & Problem Solving: Address complex issues with data-driven solutions for continuous improvement.
Conflict Resolution & Diplomacy: Skillfully manage disputes with professionalism, ensuring positive outcomes.
Adaptive Tech Skills: Proficiently use software and databases, staying adaptable in a dynamic environment.
Positive Attitude & Professionalism: Approach challenges optimistically, displaying integrity and professionalism.
Flexibility & Adaptability: Maintain regulatory compliance and high level of professionalism in a dynamic healthcare setting.
Reporting and Doentation: Skilled in preparing doents with precision and attention to detail. Capable of organizing, formatting, and presenting content effectively. Adept at ensuring doents are clear, organized, and visually appealing for optimal communication.
Feedback and Coaching: Skilled at providing constructive feedback and coaching to team members to enhance their skills and performance.
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