Client Services Coordinator - 2

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Job Purpose / Objective

Assume responsibility in handling patient and high and complex volume of inquiries, booking, confirmation, reschedule & cancellation of appointment through phone calls.

Key Responsibilities / Accountabilities

Appointment : Handle patient appointment (book, confirm, cancel & reschedule). Handle telephone inquiries. RCO : Send call request through the system to be able to view by concerned doctors in order to provide immediate action. Email their Supervisors if call request is sent more than once to the doctor. Prepare Daily & Weekly RCO Report and send to Call Center Supervisors. Reschedule / Cancellation : Make a return call after receiving feedback from patients through IVR system for rescheduling. Inform patients through phone call if there is a closure of doctor’s clinic in a particular day and provide them options to reschedule or transfer to other doctors or clinic timings. Quality Assurance : Receive patients complaint and raise it to concerned department through Continuity Of Care (COC) system. Prepare Daily COC Report and send to Call Center Supervisors.

Other Responsibilities

Cover other staff if there is a shortage of staff in a particular section due to huge number of calls. Adhere to HMG policy and procedures. Follow delegated lines of authority, maintains ongoing effective and proper communication with the superior and colleagues. Guide and orient new staff. Support the supervisor in administrative tasks. Participates in person-centered care initiatives undertaken by HMG. Enriches patient experience with compassion, respect and dignity. Perform other applicable tasks and duties assigned within the realm of her / his knowledge, skills and abilities. Requirements

Education / Professional Qualification

High School or Diploma. Preferably having certification in English Language Certificate or Telephone Etiquette and Customer Service.

Experience

Two (2) years experience in the same field. Seniority level

Seniority level Entry level Employment type

Employment type Full-time Job function

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