Call Center Agent | Al Futtaim Health | Healthcare - job post

Job Requisition ID: 166815

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

Call Center Agent will work under supervision of the Contact Center Supervisor and Contact Center Manager. The call center agent serves as a liaison between patient and the clinics. Responsibilities include scheduling new, current, follow-up, rescheduling, and cancelling patient appointments using computerized automated system. Provides general information about the clinics and its services, ability to handle all inbound calls and determine escalation level. Role will be required to provide and cover Live Chat support desk, what’sapp communication, emails, and handling of social media inquiries.

What you will do:

• Ability to multi-task, exceptional flexibility to handle call volumes, both inbound and outbound
• At all times provide professional and the highest standards of customer service to interact with patients and all levels of staff within the organisation
• Excellent computer, systems and excel skills
• Handling Omni channel communication
• Provides a high level of customer service to the patients over the phone, by delivering accurate information
• Interacts with client in a professional and timely manner, offering services and solutions that respond best to their needs
• Responds to questions according to regulatory protocols and maintains confidentiality at all times
• Checks insurance eligibility using insurance portals
• Communicates effectively with client regarding the information that is needed
• Responds to urgent customer needs in a timely and professional manner and coordinates with other teams and departments as required to address each case and patient’s request
• Makes recommendations and implements process improvements
• Participates in fostering a safe workplace and promoting a positive work environment
• Participates in trainings and courses for professional development
• Spends maximum efforts in converting leads and inquiries to appointments, contributing to the department’s KPIs and organization’s targets
• Reports to duty with punctuality and complies with schedule and break times as indicated for the department
• Responsible to maintain good condition of the call center’s assets and report immediately any issues that may have a negative impact in the operations of the department
  
  

Required skills to be successful:

• Ability to multi-task, exceptional flexibility to handle call volumes
• Excellent PC skills
• Previous experience working in a call center environment desired
• Excellent written and communication skills in Arabic & English are essential
• Knowledge of Medical Terminology /or exposure to medical environment an advantage
• Excellent presentation and analytical skills
• Good decision making skills and Critical Thinking
• Strong operational thinking skills
• Conflict Management
• Customer service skills to include; diplomacy, patience, problem solving with a range of clientele.
  
  

What qualifies you for the role:

Education:

• University Graduate, understanding of healthcare terminology
  
  

Minimum Experience and Knowledge:

• 2 years of experience essential in customer service role or previous Health care experience with hands on experience in handling insurance verification highly beneficial
  
  

About Al-Futtaim Healthcare

We Hear Your Ambition.

For over 90 years, the Al-Futtaim Group has been bringing the world’s leading brands of lifestyle watches, cars, home furnishings and fashion to the UAE. The Group has now introduced a whole new way of holistic healthcare through HealthHub Clinics by Al-Futtaim, its multi-speciality chain of more than 20 clinics in Dubai with over 25 specialties offering the right combination of advanced diagnostics, proven medical expertise and specialised services.

What gives our clinics an edge is that as a part of the Al-Futtaim Group, you can expect world-class quality standards, with access to the best medical services and facilities within a healing environment. It’s a new way of healthcare that’s designed to meet a patient’s needs with a complete range of smart healthcare solutions. As testimony to this, only recently, we’ve earned a rare milestone of being the only primary healthcare network in the UAE to receive the Gold Seal by a reputed international body: Accreditation Canada.

As trusted partners to health, we at HealthHub Clinics adopt evidence-based learning that enables us to listen to our patients more carefully. It helps us in treating the cause and not just the symptoms, while applying global best practices to ensure quality of care for every family member. Most of all, we adopt a patient-centric approach to healthcare that is reflected in the promise of our core belief: “We Hear You.”