Purpose and Scope of the Job:

Under the direct supervision, the call center agent answers phone calls, takes down messages, schedule appointments and performs miscellaneous duties as related to his job.

Main Duties and Responsibilities/Performance Standards:

• Answer all in-coming telephone calls and dispose of properly via appropriate transfer, taking down message or follow-up and return call
• Route all calls to and from the call center.
• Routinely checks the queue to monitor calls holding
• Route all calls appropriately
• Appointment confirmation
• Booking appointments for all doctors and other services
• Distribute change of physician schedule information; appropriately document the change
• and re-schedule patients as indicated
• Monitoring all schedules for errors or overbooking
• Call or send SMS to patients that have missed their appointment
• Out bound tasks (survey, follow up, EDD, Etc…)
• Keep a record of the number of patients rescheduled for each doctor
• Attend and participates in development programs
• Participates in workshops and programs
• Maintain certification where applicable and continue to improve skills
• Review doctor’s clinic cancellation and reschedule all appointments
• Cross train to other positions as needed
• Ensures quality and patient safety practices are followed
• Provides or promotes patient and family-centered care.
• Promotes inclusive health by providing equitable and accessible care to patients and families with special needs.

Qualifications, Competences and Skills:

Education: Diploma or Bachelor Degree in any course with medical background

Experience: 1-year experience directly related to the duties and responsibilities specified.

Licensure: Not Applicable

Language: High proficiency in Arabic and Operational English Languages.

Computer Proficiency: Computer literacy

Performance Competencies:

• Strong communication, listening and interpersonal skills.
• Ability to interact, communicate and be helpful with people, often in stressful situations.
• Skill in the use of personal computers and related software applications.
• Ability to analyze and solve problems.
• High skills in public relations and customer service

Principle Working Relationships and Remarks

• Patients, Visitors.

Other Preferences:

• Preferably Bilingual
• Local candidates with valid and transferable visa in Kuwait