Customer Service Representative / Call Center Agent
Al Zahra Private Hospital
Total years of experience :13 years, 7 Months
• Support and provide superior service via phones, e-mails and faxes as a receiver and caller
• Assist patients with booking their appoinments and managing their complaints.
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Deals with inquiries related to insurance
• Understand the impact of attitude in handling calls professionally
• Effectively deal with job stress, angry callers, and upset customers
• Use the most appropriate way to communicate with different behavior types on the telephone.
• Apply the elements of building positive rapport with different types of customers over the phone.
• Apply the proper telephone etiquette to satisfy various customer situations.
• Apply appropriate actions to effectively control a telephone call.
• Identify voice skills and how to enhance a good telephone presentation.
• Meets commitments to customers
• Performs any combination of following duties in care of patients in the medical facility, under direction of nursing and medical staff. Answers signal lights, bells, or intercom system to determine patients' needs.
• Takes vital sign, assessment and do charting on patient’s file
• Assist the doctor on giving intra-articular injections
• Coordinates patient’s schedule and doctors appointment
• Monitors the medical supplies available and do inventory
• Changes bed linens, runs errands, directs visitors, and answers telephone.
• Cleans, sterilizes stores, prepares, and issues dressing packs, treatment trays, and other supplies.
• Sends approval for medical insurance and takes responsibility for all medical insurance coordination
• Attends all the patients’ needs and communicate them to the physicians for better treatment plan.
• Reports to the head nurse regarding any issue concerning the clinic.
• Prepares sales report and is being shown to the clinic admin.
• Screening of calls, filtering of incoming correspondence, preparation proof reading.
• Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
• Mail newsletters, promotional material, and other information.
• Maintain scheduling and event calendars. Schedule and confirm appointments for clients, customers, or supervisors.
• Order and dispense supplies.
• Prepare and mail checks.
• Provide services to customers, such as order placement and account information
• Resolved complaints of customer
• Transfer customer calls to appropriate staff.
• Identify, research, and resolve customer issues using the computer system.
• Follow-up on customer inquires not immediately resolved.
• Complete call logs and reports.
• Compose, type, and distribute meeting notes, routine correspondence, and reports.
• Knowledgeable in computer applications such as Microsoft Word, Power Point, and Internet
• Proficient in oral and written communication skills both in English and Filipino.
• Flexible, hardworking, and patient.
• Always seeks to learn new things and takes feedbacks positively to improve one’s self
• Can work well in a team, has excellent interpersonal skills’
• Reliable and dependable
• Always prepared and organized in performing tasks
• Maintain total confidentiality of all matters relating to the management
OUT PATIENT DEPARTMENT
• Makes initial assessment; records vital signs
• Record and report conditions and reinforce information for any procedure that needs to be done on patients.
• Make proper request for diagnostic procedures and laboratories
• Administers mobilization, oxygenation, IVF therapies and institute injections as per doctors order
• Perform first aid treatment to patients
• Provide services to customers, such as order placement and account information
• Resolved complaints of customer
• Transfer customer calls to appropriate staff.
• Identify, research, and resolve customer issues using the computer system.
• Follow-up on customer inquires not immediately resolved. .
• Compose, type, and distribute meeting notes, routine correspondence, and reports.