Call Centre Representative

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Date: 26 Sep 2022

Location: Sharjah, AE

Company: University Hospital Sharjah

Position Summary

The call center representative will act as an important bridge between families and a hospital. They will assist patients in obtaining services, understanding policies, making health care decisions and they will work to resolve problems and act as mediators when treatments and care is involved.

Summary of Main Duties

• Operate the PBX on assigned shift.
• Maintain proper etiquette by being polite and friendly to callers.
• Take and pass messages in right time to right person as appropriate and necessary.
• Take handover from the previous shift.
• Read log book on a daily basis.
• Complete incident report when necessary.
• Interact with the receptionists, nurses and doctors whenever needed.
• Use the caller’s name if known at all times.
• Respond to common inquiries or complaints.
• Stay up-to-date on all new procedures.
• Follow all hospital and departmental policies and procedures.
• Immediately reports any suspicious telephone activities to higher management.
• Understand and relay what actions are to be taken during an emergency, such as a bomb threat, fire, Blue/Red code, etc.
• Perform other related duties as assigned
  
  

Working Relationships

• Facilitate communication between the patient or patient’s family members and the hospital.
• Obtain and exchange information, documents, advice etc that will assist in the service of the patient.
• Supervise other administrative personnel as required and directed.
• Develop effective networks.
  
  

Decision Making Authority

• Assess patients’ complaints and other relevant materials and make appropriate referrals and communications.
• Prioritize work load to meet changing and conflicting priorities in an appropriate manner.
• Determine the effectiveness of systems, processes and procedures within the Front Office, making improvements within determined parameters.
  
  

Responsibilities

Position Requirements/Qualifications

• Ability to organize, prioritize, and manage multiple work tasks with minimum supervision.
• Ability to work in a team environment.
• Strong verbal and written communication skills.
• Maintain confidentiality of all communications at all times.
• Demonstrate courtesy, kindness and empathy to patients, co-workers, visitors, callers and subordinate staff at all times.
  
  

Position Criteria Other Skills/Abilities

Review date

This Position Description may be changed from time to time and the revised version will prevail.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

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