Command Center Operator at EHA Clinics

Mission Objective

• The command center unit provides overall customer service/support services and serve as a central point of contact in delivering exceptional customer service in patient's care satisfaction critical to achieving organisation's mission through compassionate and efficient communication hub connecting patients and care providers with the care and resources they need ensuring every interaction leaves a positive impact.
• The command center operator executes customer support functions and provides exceptional customer service critical to EHA Clinics, facilitate access to healthcare services, information and resources through collaboration, innovation, and a dedication to excellence, aiming to enhance the patient's experience, foster trust and contribute to the overall well-being of EHA Clinics esteemed clients.

Duties and Responsibilities
Provide General Support:

Purpose:

• Provide technical support to clinic staff and projects. Maintain confidentiality of collected information. Alert supervisor to any special concerns of members/users.
• Respond to telephone calls, emails, and personnel requests for technical support. Record customer data on Odoo. Log appointments and raise tickets on Odoo as required. Collect caller records and family member contact information.

Exchange:
Engagement:

• Practice proper handover with incoming operators before logging off after shift.
• Respond to telephone calls, emails, and personnel requests for technical support.
• Ensure calls are picked up and maintain average talk time. Other duties as required to ensure customer satisfaction.

Present
Delivery

• Document, track, and monitor problems to ensure timely resolution.
• Relies on instructions and pre-established guidelines to perform job functions.

Requirements

• Candidates should possess a BSc / HND in relevant course from a reputable institution 
• Must have 2-3 years' experience of relevant customer service experience 
• Knowledge of commonly-used concepts, practices, and procedures within a help desk setup

Key Skills and Attributes:

• Hold Computer literacy
• Excellent Communication and Customer Service
• Caring, Compassionate, Dedicated and Professional
• Working Under Pressure
• Humane, Empathetic and Supportive Bedside Manner
• Leadership and Teamwork
• Problem solving and Initiative
• Time Management and Organization
• Attention to Detail

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate, but can become louder at times due to group discussions or activities. EHA Clinics is a tobacco-free environment.