Patient Care Service Representative
NMC Hospital
مجموع سنوات الخبرة :4 years, 11 أشهر
• NMC Hospital (Abu Dhabi, UAE) as Call Center Agent from Oct 2010 - December 2013
➢ Maintains established departmental policies & procedures, objectives, rules & regulations and quality assurance program.
➢ Answers incoming calls in a timely manner and in accordance with Hospital policy. Maintains confidentiality of caller & Hospital information as directed
➢ Responds to callers' needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first call resolution.
➢ Answers caller's questions, as well as questions them to obtain full understanding of what information is being requested
➢ Understands the requirement of the callers and provides prices and information accordingly. Provides accurate information about the services offered by the Hospital.
➢ Directs calls to the appropriate department/individuals; both external & internal calls
➢ Maintains an accurate telephone directory, as directed, to ensure connecting callers to the correct destination.
➢ Conducts appointment bookings for the clinics, when required.
➢ Provides physician and/or Hospital referrals to callers.
➢ Exhibits urgent call management techniques and diplomacy while dealing with difficult situations.
➢ Responds to caller query/ problems within assigned level of authority.
➢ Reports in a detailed and accurate manner, when required.
➢ Participates in educational programs, in-service meetings and trainings as directed.
➢ Attends meetings as required.
➢ Performs other related duties as assigned or requested.
• FRIEND'S BUSINESS AGENCY (Quezon City, Philippines) as SECRETARY from April 2008 - May 2010
➢ Receives phone calls for the General Manager.
➢ Responsible for proper data filing and documentation.
➢ Responsible for Fax / Email correspondences.
➢ Responsible for scheduling meetings and appointments for the General Manager.
➢ Responsible for booking air fare tickets for business meetings and special occasions for the General Manager.
➢ Prepares the documents needed for the meeting.
➢ Responsible for taking down the minutes in the meeting.
Bachelor of Science in Nursing (4 years)