Job Description
Officers in this role will be responsible for providing exceptional customer service to patients, families, and healthcare providers through efficient handling of inbound and outbound calls.
Key Responsibilities
Answer and manage incoming calls promptly and professionally, addressing inquiries and providing information about hospital services.
Schedule patient appointments, consultations, and follow-up visits using the hospital's scheduling system.
Triage calls to appropriate departments or personnel based on the nature of the inquiry or request.
Provide clear and accurate information to patients regarding their appointments, billing inquiries, and hospital procedures.
Assist with rescheduling or canceling appointments as needed, ensuring minimal disruption to patient care.
Maintain comprehensive knowledge of hospital services, departments, and key contacts to provide accurate information and direct calls effectively.
Document all call interactions, patient information, and follow-up actions in the database.
Handle complaints or concerns from patients and escalate issues to supervisors or relevant departments when necessary.
Stay up-to-date with hospital policies, procedures, and updates to ensure consistent and accurate communication.
Participate in training sessions and meetings to enhance customer service skills and knowledge of hospital operations.
Skill & Experience
A post-secondary qualification in communications, journalism, public relations or any related field.
Proven experience in a call center or customer service role, preferably in a healthcare setting.
Excellent communication skills, both verbal and written.
Strong interpersonal skills with a patient-focused attitude.
Ability to handle high call volumes and manage multiple tasks effectively.
Proficiency in using computer systems and call center software.