Client Services Specialist

Roles and responsibilities

Assume responsibility in handling patient and high and complex volume of inquiries, booking, confirmation, reschedule & cancellation of appointment through phone calls.

Key Responsibilities / Accountabilities

• Appointment:
  • Handle patient appointment (book, confirm, cancel & reschedule).
  • Handle telephone inquiries.

• RCO:
  • Send call request through the system to be able to view by concerned doctors in order to provide immediate action.
  • Email their Supervisors if call request is sent more than once to the doctor.
  • Prepare Daily & Weekly RCO Report and send to Call Center Supervisors.

• Reschedule/Cancellation:
  • Make a return call after receiving feedback from patients through IVR system for rescheduling.
  • Inform patients through phone call if there is a closure of doctor’s clinic in a particular day and provide them options to reschedule or transfer to other doctors or clinic timings.

• Quality Assurance :
  • Receive patients complaint and raise it to concerned department through Continuity Of Care (COC) system.
  • Prepare Daily COC Report and send to Call Center Supervisors.

• Other Responsibilities:
  • Cover other staff if there is a shortage of staff in a particular section due to huge number of calls.
  • Adhere to HMG policy and procedures.
  • Follow delegated lines of authority, maintains ongoing effective and proper communication with the superior and colleagues.
  • Guide and orient new staff.
  • Support the supervisor in administrative tasks.
  • Participates in person-centered care initiatives undertaken by HMG.
  • Enriches patient experience with compassion, respect and dignity.
  • Perform other applicable tasks and duties assigned within the realm of her/his knowledge, skills and abilities.

Desired candidate profile

Education/ Professional Qualification

Bachelor, preferably having certification in English Language Certificate or Telephone Etiquette and Customer Service.

Experience

Two years experience in the same field.
Communication Skills:
Excellent verbal and written communication skills to effectively engage with clients, understand their needs, and convey solutions in a clear and friendly manner.
Strong active listening skills, with the ability to ask the right questions and identify clients’ concerns.
Ability to adapt communication style to different clients and situations, ensuring a positive and empathetic approach.
Client Relationship Management:
Ability to build and maintain positive, long-term relationships with clients by understanding their needs and delivering high-quality service.
Skilled in managing expectations, following up on issues, and ensuring client satisfaction.
Ability to manage multiple client accounts simultaneously, keeping track of specific needs and requirements.
Problem-Solving & Conflict Resolution:
Strong problem-solving skills to address and resolve client concerns efficiently, ensuring a positive experience.
Ability to remain calm under pressure, handling difficult situations with professionalism and tact.
Experience in managing escalations and finding solutions that meet both client and organizational expectations.
Customer-Centric Approach:
Deep commitment to providing exceptional customer service and ensuring client satisfaction.
Ability to anticipate client needs and proactively suggest solutions that add value to the customer relationship.