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Customer Care Executive - UAEN

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NMC Healthcare

6d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    People, HR & Administration
  • Abu Dhabi

AI generated summary

  • You should have a degree, 1 year of receptionist experience, strong MS Office skills, excellent interpersonal and organizational abilities, and fluent English. Arabic is a plus.
  • You will greet patients, answer calls, provide information, manage complaints, ensure customer service, check insurance, and comply with safety and infection control protocols.

Requirements

  • 4.1 Preferably a graduate in any discipline.
  • 4.2 Minimum 1-year experience as a receptionist in a patient focused environment and operation of multi-line switchboard system is preferable. Interest to work in a Hospital related environment.
  • 4.3 Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
  • 4.4 Must have an exceptional interpersonal skills, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals; superior phone etiquette skills.
  • 4.5 Patient focused; service oriented; patient & understanding.
  • 4.6 Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure.
  • 4.7 Ability to work independently with minimal supervision.
  • 4.8 Reliable, punctual, dependable, and responsive.
  • 4.9 Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.

Responsibilities

  • To provide a range of reception intake and associated administrative services pertaining to incoming patients.
  • The customer office executive will answer and direct incoming calls to appropriate individuals.
  • Perform specified routine procedures such as greeting and referring patients, answering routine/administrative inquiries, and general office support activities as appropriate.
  • Greets patients or their families and finds out the nature of their enquiry.
  • Provides information to assist patients or refer them to appropriate contact, either in the organization or elsewhere.
  • Advocate Patients’ and their families’ rights and responsibilities, confidentiality, information and education.
  • Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.
  • Communicates all information to Floor Supervisor on daily basis.
  • Expedites flow of visitors/patients and ensure that each person receives outstanding customer service by providing a friendly environment.
  • Provides Information about medical insurance coverage to patients and check the same diligently before sending the patient to the doctor.
  • Investigates patient/visitor concerns and implements appropriate courses of action.
  • Keeps accurate records of discussions or correspondence with customers.
  • Perform duties of handling Patient/Telephone/Cash/back office work as specified in the duty roster.
  • Perform other related duties incidental to the work described herein as and when assigned by the higher authorities.
  • Comply with all OSH and infection control policies, standards and procedures and cooperate with hospital management to comply those requirements.
  • Work accordance with the documented OSH procedures and instructions, specific responsibilities.
  • Be familiar with emergency and evacuation procedures.
  • Notifying OSH Hazards, incidents, Near misses and issues and assistance with the preparation of risk assessments, incident reports.
  • Comply with Waste management procedures and policies.
  • Attend applicable OSH/Infection control training programs, mock drills and awareness programs.
  • Use of appropriate personal protective equipment and safety systems.

FAQs

What are the main responsibilities of a Customer Care Executive in this role?

The main responsibilities include greeting patients, answering and directing incoming calls, providing information, maintaining feedback and complaint procedures, ensuring outstanding customer service, and complying with OSH and infection control policies.

What qualifications are preferred for this position?

Preferably, a graduate in any discipline with a minimum of 1-year experience as a receptionist in a patient-focused environment. Proficiency in basic MS Office applications is also required.

Is proficiency in a second language necessary for this role?

While excellent command of English is essential, knowledge of Arabic is advantageous but not essential.

How important are interpersonal skills for this position?

Exceptional interpersonal skills are crucial, as the role requires effective communication with a diverse range of individuals and superior phone etiquette.

What type of experience should candidates have?

Candidates should have at least 1-year of experience in a receptionist role, preferably within a patient-focused environment, and be familiar with operating a multi-line switchboard system.

Are there any specific technical skills required for this role?

Yes, candidates should be proficient in basic technology applications, including MS Office (Word, Excel, PowerPoint), MS Outlook, and Internet Explorer skills.

What kind of work environment should a candidate expect?

Candidates should expect a hospital-related environment with a focus on patient care and a need for service-oriented attitudes.

What are the expected personal attributes for a successful candidate?

Candidates should demonstrate reliability, punctuality, responsiveness, the ability to handle multiple responsibilities under pressure, and the ability to work independently with minimal supervision.

Will training be provided for compliance with OSH and infection control policies?

Yes, attendance in applicable OSH/Infection control training programs, as well as mock drills and awareness programs, will be part of the training.

How is customer feedback handled in this role?

The Customer Care Executive develops and maintains the feedback/complaint procedure for customers to use and ensures that concerns are investigated and addressed appropriately.

NMC Healthcare

Delivering personalised care that matters.

Science & Healthcare
Industry
10,001+
Employees
1974
Founded Year

Mission & Purpose

NMC Healthcare is one of the largest private healthcare networks in the United Arab Emirates, and the third largest in Oman. Since 1975, we have provided high quality, personalised, and compassionate care to our patients and are proud to have earned the trust of millions of people in the UAE and around the world. ---------------------------------------- DISCLAIMER: Fraudulent Job Offers ---------------------------------------- It has come to our attention that fake job offers have been circulated under the name of NMC Healthcare by certain individuals/entities claiming that they are representatives or subsidiaries or under contract with NMC Healthcare. If you receive any unauthorised, suspicious, or fraudulent offers or interview calls, please send an email to verification@nmc.ae for formal verification. If you believe you have been a victim of a recruitment fraud, you are encouraged to approach the law enforcement agencies immediately.