Call CentreHelpline Officer

Job Purpose

The Call Centre/Helpline Officer serves as the first point of contact for patients clients and stakeholders via telephone and digital communication channels. The role holder is responsible for providing accurate information resolving inquiries and ensuring a seamless customer service experience. The Call Centre/Helpline Officer plays a vital role in maintaining the AMCEs reputation for delivering exceptional healthcare services.

Core Responsibilities

Customer Inquiry Management

• Respond promptly and professionally to incoming calls and messages ensuring all inquiries are handled efficiently.
• Provide accurate information on hospital services appointment scheduling and general inquiries.
• Address client concerns with empathy escalating complex issues to the Call Centre Supervisor as needed.
• Record all inquiries complaints and resolutions in the call management system to maintain accurate records.
• Ensure followups on unresolved issues are completed within the agreed timeframe.

Appointment Scheduling and Coordination

• Manage appointment bookings by coordinating with various departments to ensure availability and proper scheduling.
• Provide callers with information about preappointment requirements such as tests or documentation needed.
• Notify patients of any changes to scheduled appointments promptly and accurately.
• Verify and update patient details in the hospital management system during appointment scheduling.
• Maintain appointment logs ensuring accuracy and compliance with hospital policies.

Helpline Support for Emergencies

• Handle emergency calls with urgency providing callers with appropriate instructions or directing them to relevant departments.
• Coordinate with emergency response teams to ensure timely assistance for critical cases.
• Maintain composure and professionalism while managing highpressure emergency calls.
• Document all emergency calls including details of the situation and actions taken for recordkeeping purposes.
• Ensure the helpline is operational 24/7 promptly escalating any technical issues to the IT team.

Quality Assurance and Compliance

• Follow organizational protocols and scripts to ensure consistent and professional communication standards.
• Comply with data protection regulations when handling patient information and sensitive data.
• Participate in training and performance evaluations to ensure alignment with customer service standards.
• Identify recurring issues in customer interactions and recommend solutions to improve service delivery.
• Ensure 100% adherence to all safety and security protocols during call handling.

Performance Reporting and Feedback

• Generate daily weekly and monthly reports on call volumes response times and resolutions for management review.
• Provide feedback on recurring issues and customer concerns to support service improvement initiatives.
• Track and report trends in inquiries to help management address service gaps or process inefficiencies.
• Document customer feedback highlighting areas of excellence and opportunities for improvement.
• Collaborate with the Call Centre Manager to develop strategies for enhancing overall service quality.

Qualifications :

Job Specifications

Educational Requirements

• Minimum of HND/ Diploma in Mass Communications Healthcare administration or a related field.

Professional Requirements

• Training or certification in Customer Service or Call Centre Operations is desirable.

Experience Requirements

• Minimum of 3 years of experience in a call centre or customer service environment.
• Familiarity with healthcare systems and basic medical terminology is an added advantage.
• Previous experience in the healthcare sector is preferred.

Competency Requirements

Knowledge Requirements

• Understanding of customer service principles and telephone etiquette.
• Basic knowledge of hospital services appointment scheduling and healthcare operations.
• Familiarity with data protection and confidentiality regulations.

Skills Requirements

• Excellent verbal and written communication skills to handle diverse customer interactions.
• Strong problemsolving and conflict resolution skills to address inquiries and complaints effectively.
• Proficiency in using call centre software CRM systems and MS Office applications.
• Ability to multitask and manage a high volume of calls efficiently.
• Attention to detail to ensure accuracy in call handling and recordkeeping.

Personal Abilites

• Professional attitude towards work
• Has personal and professional credibility and commands the respect of colleagues and peers. 
• Supportive and approachable.
• Ability to adapt accordingly.
• High levels of honesty and integrity
• High level of integrity and discretion in handling patient and clinical information.
• Exceptional interpersonal skills for collaboration with medical staff and stakeholders.
• Proactive problemsolving and decisionmaking abilities.

Additional Information :

African Medical Centre of Excellence Abuja (AMCE Abuja) aims to be an Employer of Choice providing equal opportunity for everyone regardless of their background gender race and other protected characteristics.

Remote Work :

No

Employment Type :

Fulltime