Description
Job Purpose / Objective
Supervise and monitor the high quality standard in handling incoming and outgoing calls of patients and all staff in HMG; monitors, evaluates and implements the necessary action to all Client Services staff in order to maintain high quality standard in communicating and / or dealing with the patients and all staff in HMG and provides solution and prompt action to the problems related to the area of her responsibility.
Key Responsibilities / Accountabilities
- Supervise, organize and coordinate the activities of Client Services Staff (Appointment, RCO, Reschedule, Quality, Appointment Desk and Tel. Operator) in their assigned areas and directly report to respective line manager.
- Monitor the call requests and ensure that call taken were not delayed and promptly delivered to concerned department.
- Ensure that all telephone lines are working effectively.
- Prepare and submit all required reports such as (Daily Activity, Agent Performance, RCO, COC, HMG offers, etc.) to CSPD through CS Manager/Asst. CSPD.
- Ensure that Patient Complaints are being closely monitored by providing immediate solution on the issue and closing the complaint in the system accordingly.
- Monitor of recorded incoming and/or outgoing calls of the staff and submit daily report to CSPD through CS Manager/Asst. CSPD.
- Ensure that all Client Services Staff practice the proper conversation with a sensitive and caring attitude to patients & maintaining the excellent quality of calls in accordance to HMG standards.
- Schedule, vacations, break time and time back for Client Services staff and ensure that staff schedule is clear and organize.
- Provide the Client Services staff about the new services, programs, system, new doctors and procedures.
- Implement procedures for smooth and effective flow of operation. Coordinate with clinic supervisor to resolve problems with the patients.
- Ensure sufficient resources and staffing are available for the delivery of safe and quality service (e.g., space, equipment, supplies, staffing, and other resources) necessary to optimize patient care.
- Comply with HMG policy and procedures and perform duties necessary to support, achieve and maintain national and international accreditation.
- Review performance of staff and perform counselling on unsatisfactory performance. In addition, discuss personnel and administrative issues and address and solve problems among staff.
- Participate and lead in person-centered care initiatives undertaken by HMG.
- Enrich patient experience with compassion, respect and dignity.
- Perform other applicable task and duties assigned within the realm of his/her knowledge, skills and abilities.
Requirements
Education/ Professional Qualification
High School or Diploma holder; preferably having Bachelor’s Degree with English Language proficiency or Telephone Etiquette and Customer Service
Experience
Four (4) years of experience in the same field; Hospital experience preferred