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- Experience: 2 – 4 Years
- Job Location: Dubai – United Arab Emirates
- Education: Any Graduation
- Nationality: Any
- Gender: Any
- Vacancy: 1 Vacancy
- Company Industry: Medical/Healthcare/Diagnostics/Medical Devices
- Department / Functional Area: Helpdesk/Customer Service/Telecalling
Roles & Responsibilities:
- Tasks and Responsibilities:
- Answering response center phones in a timely and professional manner.
- Determining the clients’ ID and utilizing CRM software to ensure awareness of critical client details, KPIs, and specifics of service delivery and contractual obligations for each client.
- Maintaining CRM software with each client’s details, including details of the last call/event/procedure.
- Preparing operational reports and statistical data for the call center to monitor effectiveness and service delivery.
- Directing the patients’ call to the appropriate action center and/or taking note of the client’s issues and raising them with the appropriate department during business hours depending on the client’s CRM profile and which department they are interacting with.
- Gathering and disseminating information as directed through the response center SOPs.
- Ensuring that contact and follow-through SOPs are kept up to date for every specific area of responsibility and client.
- Directing the client’s call to the appropriate action center and ensuring they are engaged with them before terminating your involvement.
- Ordering the mobilization of specific response teams or individuals.
- Updating vendor, contractor, client, and consultant information.
- Mediating audio and media conferencing between emergency response teams or individuals.
- Updating senior management on significant events.
- Ensuring all contact and alert SOPs are followed.
- Keeping meticulous records of all contacts, actions initiated, and all outcomes.
- Conducting pre-operational checks to ensure all communications and data recording equipment is working properly. Notifying the appropriate support agency if there is an issue.
- Taking part in practice response and tabletop exercises to ensure MERPs are working as designed and to client KPIs.
Qualifications:
- Bachelor’s Degree
- Experience working in call/response centers desired.
- Experience working in a medical field, clinic, hospital, or ambulance service desired but not necessary.
- Knowledge of International standards for ambulatory care and patient care services.
- Fluent in English and Arabic.
This role involves handling calls in a response center, maintaining client records, preparing reports, and ensuring adherence to standard procedures. Proficiency in both English and Arabic is required.
If you have any specific questions or need further information, feel free to ask!