Team Leader

Application ends: June 20, 2024
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Job Description

Team Leader – Call Center

JOB INFO
Job Identification:4410
Job Category:Administration
Posting Date:15/05/2024,
Apply Before:20/06/2024,
Job Schedule:Full time
Locations:Bareen International Hospital, MBZC, Abu Dhabi, AE

JOB DESCRIPTION
• Provide friendly, quality client care to the patients.
• Provides daily direction and communication to Patient Care staff so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both customers.
• Assist in providing statistical and performance feedback and coaching on a regular basis to each team member.
• Is available for employees who experience works and/or personal problems providing appropriate counseling.
• Ensures patient care staff have appropriate training and other resources to perform their jobs.
• Responds to and resolves patient care relations issues expressed by team members.
• Creates and maintains a high-quality work environment in the call center department so team members are motivated to perform at their highest level.
• Addresses disciplinary and/or performance problems according to company policy.
• Assists the Patient Relations Manager with daily operation of the call center to include the training, scheduling and reward/recognition programs.
• Works as a member/team leader of special or ongoing projects that are important to area/process improvement.
• Shares continual responsibility with the Patient Relations Manager for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Uses appropriate judgment in upward communication regarding department or employee concerns.
• Provide friendly, quality client care to the patients.
• Check and greet clients in a professional, friendly, hospitable manner.
• Schedule appointments, obtaining all necessary data concerning the patient and owner.
• Prepare to receive appointments by retrieving client records, preparing needed forms in advance of clients’ arrival. Complete required forms and obtain all necessary information.
• As required, enter data into the computer system, retrieve and modify computerized records.
• Protects patients’ rights by maintaining confidentiality of personal, medical and financial information.
• Performing a variety of clerical duties, receiving sorting, distributing mail, sending out mailings, organizing reception area. Type memos, correspondence, reports and other documents.
• Perform other duties as assigned.
• Adhere to the dress code policy.
• Adhere to code of Ethics policy.
• Demonstrate punctuality and consistency with attendance.

QUALIFICATIONS
• High school diploma or equivalent degree.
• Knowledge of medical terminology, procedures and diagnosis
• Knowledge of computer and relevant software applications
• Knowledge of general administrative and clerical procedures
• Working knowledge of healthcare insurance preferred