Call Center Officer at Luton Hospital

We are currently hiring for the above position: Address patients in a culturally sensitive manner, considering Cultural Sensitivity:
Key Responsibilities:
Customer Support:

• Respond to incoming calls in a professional, courteous manner. Provide accurate information about hospital services, specialties, and doctors’ availability.
• Assist patients with inquiries related to admissions, billing, outpatient services, laboratory, pharmacy, and emergency services.

Appointment Management:

• Schedule, reschedule, and cancel patient appointments as required.
• Confirm and remind patients of their upcoming appointments. Ensure all appointments are logged accurately in the hospital’s system and confirm patient details.

Handling Complaints and Inquiries:

• Listen to patient complaints and address them or escalate as needed.
• Assist callers by directing them to appropriate hospital departments or personnel.
• Report recurring issues or major complaints to the Call Center Supervisor for further action.

Communication and Coordination:

• Coordinate with hospital departments (e.g., pharmacy, laboratory, and billing) to facilitate patient needs.
• Relay accurate messages between doctors, nurses, and patients. Handle emergency calls and ensure timely routing to the appropriate personnel or department.
• Kenya’s diverse ethnic and linguistic backgrounds.
• Provide services in English and Kiswahili, and where necessary, local languages.

Follow-ups:

• Conduct follow-up calls to patients for appointment HOSPITAL confirmations, reminders, or satisfaction surveys.
• Provide information regarding test results and further medical instructions when directed by the medical team.

Record Keeping and Reporting:

• Maintain accurate call logs and patient records.
• Document all customer interactions, feedback, and complaints. Generate reports on call volumes, issues raised, and service delivery for review by management

Health Insurance Assistance:

• Guide patients through NHIF (National Hospital Insurance Fund) and other insurance-related queries.
• Provide support on insurance coverage and approval processes, especially for inpatient and outpatient services.

Qualifications:
Education

• Degree or Diploma in customer service, communications.

Experience

• Previous experience in a call center or customer service role, preferably within a healthcare or hospital setting.

Knowledge

• Fluency in both English and Kiswahili is required; proficiency in a local language is a plus.

Working Conditions:

• Must be willing to work in shifts, including weekends and public holidays, as the call center operates 24/7.