We are currently hiring for the above position:
Key Responsibilities:
1. Customer Support:
- Respond to incoming calls in a professional, courteous manner.
- Provide accurate information about hospital services, specialties, and doctors availability.
- Assist patients with inquiries related to admissions, billing, outpatient services, laboratory, pharmacy, and emergency services.
2.Appointment Management:
- Schedule, reschedule, and cancel patient appointments as required.
- Confirm and remind patients of their upcoming appointments.
- Ensure all appointments are logged accurately in the hospital’s system and confirm patient details.
3.Handling Complaints and inquiries:
- Listen to patient complaints and address them or escalate as needed.
- Assist callers by directing them to appropriate hospital departments or personnel.
- Report recurring issues or major complaints to the Call Center Supervisor for further action.
4. Communication and Coordination:
- Coordinate with hospital departments (e.g, pharmacy,
- laboratory, and billing) to facilitate patient needs.
- Relay accurate messages between doctors, nurses, and patients.
- Handle emergency calls and ensure timely routing to the appropriate personnel or department.
5. Follow-ups:
•Conduct follow-up calls to patients for appointment confirmations, reminders, or satisfaction surveys.
•Provide information regarding test results and further medical instructions when directed by the medical team.
6. Record Keeping and Reporting:
- Maintain accurate call logs and patient records.
- Document all customer interactions, feedback, and complaints.
- Generate reports on call volumes, issues raised, and service
- delivery for review by management.
7. Cultural Sensitivity:
- Address patients in a culturally sensitive manner, considering Kenya’s diverse ethnic and linguistic backgrounds.
- Provide services in English and Kiswahili, and where necessary. local languages.
8. Health Insurance Assistance:
- Guide patients through NHIF (National Hospital insurance Fund) and other insurance-related queries.
- Provide support on insurance coverage and approval processes, especially for inpatient and outpatient services.
Qualifications:
Education
•Degree or Diploma in customer service, communications.
Experience
• Previous experience in a call center or customer service role, preferably within a healthcare or hospital setting.
Knowledge
•Fluency in both English and Kiswahill is required; proficiency in a local language is a plus.
Working Conditions:
- Must be willing to work in shifts, including weekends and public holidays, as the call center operates 24/7.
- Comfortable with long periods of sitting and engaging with high call volumes.
Applications to be sent to [email protected] clearly indicating the role applied for on the subject line of the email by Tuesday 17th September 2024.
