Senior / Patient Service Associate (Contact Centre)

Job Detail

Responsible for professionally handling customers’ queries, appointments and referral of services, across all touch points [emails, hotlines, live chats, faxes, letters] Understand the requirements of the caller and provide complete and accurate information, go beyond the call of duty in assisting all enquiries at all times Ensure timely follow up of customer’s requests and liaise with appropriate departments to ensure requests are fulfilled within promised timeline Work as a team to deliver contact centre goals which includes personal productivity as well as department metrics like Service Level, Average Speed of Answer, Abandon Rates etc Manage difficult customers and follow up with proper escalation procedures Ensure proper documentation and categorization of cases Conduct post discharge follow up phone calls to patients or their next of kin Maintain high level adherence and compliance towards policies, processes and procedures to deliver key performance Feedback customer’s comments or requests to the reporting officer, for service or process improvement Maintain hospital staff’s contact details for emergency activations, activate and recall staff during an emergency situation and monitor their responses