To ensure that phone calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the caller. The primary aim of the call center is to assist customers with a high level of service thereby leaving a positive Customer Experience. To ensure that all inbound and outbound calls are handled with the following metrics: First Call Resolution, Service Levels, Response Time, Customer Satisfaction, Quality, Accessibility, Accuracy, Schedule Adherence.

Responsibilities

• Always attend all phone calls.
• Ensure that all calls are answered within three rings (20 seconds).
• Follow the NMC Standardized Call Center Script with appropriate greetings, thereby maintaining uniformity.
• Adhere to the appropriate hold procedure and use efficient transfer methods.
• Maintain the highest level of quality on all calls.
• Accurately collect information at all times by executing proper listening skills and data entr...