Contact Center Agent Required in Dubai - Dubai

Contact Center Agent Required in Dubai

• Manages all assigned interactions such as inbound/outbound calls, emails, web chat, online requests, etc.

• Provides scheduling access to all patients, answer general queries, provide operator services, tier 1 support for web requests and mobile apps registration, etc.

• Uses Electronic Medical Record System(s) and any other assigned systems/applications for fulfilling patient/caller request and documentation

• Achieves the set Key Performance Indicators (KPIs) targets as established by the patient admin care manager that includes quality measures, adherence, punctuality etc.

• Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures

• Updates his/her job knowledge by reading knowledge updates emails, attending required trainings/refreshers, etc.

• Maintains patient confidentiality at all interactions • Other duties as assigned.

Working Hours:

• Operate on weekly/daily rotational shift plan of five working days and two days off

• Weekly days off might be scheduled on weekends, during the week, separated, based on business needs

• Operate on 24/7 shift basis, females operate from 6am anytime until 23:00.

• Operate on rotational weekends and public holidays based on business needs

• Extend working hours with overtime based on business needs

• Maintain high levels of adherence to shift start and end, scheduled breaks, and any other activities timings

• Off-days are two days a week can be separated or together, not necessary on weekends. Off days are distributed based on business needs.

Experience and qualifications:

• Fluent in Arabic and English; strong oral and written communication in both languages

• Minimum of one year in call center and customer service experience

• Minimum requirement of a high School Diploma

• Experience in a healthcare setting providing appointment scheduling or equivalent work experience in another relevant industry with demonstrated practical working knowledge of call center or any appointment call center background e.g., Insurance, hotel, airline, Telecommunication industry will be considered

• Basic knowledge of medical terminology, insurance, hospital operations are desirable

Skills:

• Excellent communication skills, oral and written.

• Knowledge of Microsoft Office Package (Word Doc. Excel, PPT etc...)

• Strong analytical, problem solving and decision-making skills

Ability to multi-task and prioritize

• Ability to appropriately handle angry clients/patients and escalate when required

• Service oriented, shows professional work attitude with dedicated approach to patient centered care.

• Ability to work independently and as part of a team.

• Flexible and able to manage continuously changing workload and pressure.

• Strong IT skills; phone, typing, computer, etc.

• Ability to demonstrate genuine concern for patients and patient satisfaction in a non-facing environment.

APPLY FROM LINK BELOW
https://ae.linkedin.com/jobs/view/contact-center-agent-at-mubadala-health-3270869418?

Posted on : 3 years ago, #127799, 12 views

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