Call Center Executive at Skipper Eye-Q Hospital

Job Summary

• A Call Center Executive will act as the crucial first point of contact for patients, responsible formanaging high-volume, empathetic communication, scheduling specialized appointments, and handling patient inquiries regarding eye care services.
• They ensure efficient patient flow and maintain accurate, confidential, and up-to-date patient records.

Key Responsibilities

• Appointment Management: Scheduling, rescheduling, confirming, and managing patient appointments, often using Electronic Medical Record (EMR) or specialized hospital software.
• Patient Interaction & Support: Answering inbound calls and emails to provide information about eye care services, procedures, and doctor schedules.
• Customer Experience & Satisfaction: Handling complaints, de-escalating patient concerns, and conducting patient experience surveys.
• Data Accuracy & Documentation: Accurately recording patient details, inquiries, and complaints into the system.
• Administrative Tasks: Verifying patient demographics, insurance information, and preparing correspondence.
• Clinical Coordination: Collaborating with optometrists, ophthalmologists, and other clinical staff to ensure seamless patient care.
• Follow-Up: Making outbound calls to patients to check on their well-being and satisfaction with services.

Key Requirements

• Education: A Bachelor's Degree in Social Sciences, Humanities, or Health Information Management is generally required.
• Experience: A minimum of 2-5 years of experience in a similar role is typically required, with experience in a healthcare or medical call center setting being a major advantage.
• Communication Skills: Exceptional verbal and written communication skills in English are essential, with fluency in local languages (e.g., Yoruba, Igbo, Hausa) often required.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), and familiarity with EMR/hospital software.
• Soft Skills: High level of empathy, patience, ability to work under pressure, attention to detail, and a customer-centric approach.
• Knowledge: Basic understanding of medical or eye care terminology is highly beneficial.
• Compliance: Understanding of patient confidentiality and data protection regulations (e.g., HIPAA).

Key Competencies:

• Multitasking:Ability to manage high-volume calls while navigating systems.
• Problem-Solving:Quick identification of patient issues and resolution.
• Empathy:Ability to remain professional, calm, and supportive to patients, many of whom may be distressed due to vision issues.