Job Summary
Job Summary:
Dr. Ziauddin Hosptital is seeking a competent and customer-focused Call Center Officer responsible for handling both inbound and out bound calls. The incumbent will ensure excellent patient service by providing accourate information,managing appointments, addressing queries, and maintaining a high standard of communication aligned with hospital protocols.
Role and Responsibilities:
- Handle inbound calls from patients and provide information regarding hospital services,doctors, and appointment scheduling.
- Make outbound calls for appointment confirmations,follow-ups,feedback collection, and service promotions.
- Respond to patient inquries,complaints, and concerns in a professional and timely manner.
- Coordinate with different department to ensure accurate information is delivered to patients.
- Maintain proper records of calls,patient interactions, and feedback in the sysytem,
- Ensure compliance with hospital policies,confidentiality, and sercice quality standards.
- Achieve assigned KPIs such as call handling time, patient satisfaction, and response rate.
Required Skills
Skills:
- Fluent in English communication (spoken) is mandatory
- Strong customer service orientation.
- Good telephone etiquette and listening skills.
- Ability to handli pressure and manage difficult situations professionally.
- Basic computer skills and familiarity with CRM systems.
- Strong coordination and problem-solving abilities.
Qualification:
- Minimum Bachelor's degree (preferabliy in Bussiness Adminstration or relevant field).
- Minimum 2-3 years of experience in a call centre role.
- Hands-on experience in both inbound and outbound call handling (preferably in healthcare sector)