CALL CENTRE AGENT / COUNSELLOR

SUMMARY:
CALL CENTRE AGENT / COUNSELLOR

POSITION INFO:

CALL CENTRE AGENT / COUNSELLOR

Serve clients who are calling the Call Centre to seek information relating the healthcare

QUALIFICATIONS AND EXPERIENCE

­  Registered Nurse / Registered Paramedic / Administration Certification (preferred)

­  Or a minimum of 2-years’ experience at a healthcare facility in a Medical Receptionist Role

­  Working knowledge of medical terminology, e.g. ICD10 Coding (essential)

­  Mature, Innovative thinker with strong conceptual and problem-solving skills

­  Meticulous attention to detail and ability to multi-task

­  Strong organisational, administrative and planning skills

­  Ability to work under pressure and react effectively to emergency situations

­  Ability to use discretion while working with sensitive information

­  Excellent documentation, communication and IT skills

DUTIES/TASKS

­ Serves as the first contact person for clients who are calling the call Centre and links or refers them to the relevant service provision outlets as required.

­ Receives all calls from clients in effective, professional and caring manner

­ Takes inbound telephone calls, greeting callers in a warm, friendly manner; identifies the nature of the query; deals with queries, transfers or direct clients as appropriate.

­ Understanding the need of the caller and responding appropriately

­ Listens actively to the callers’ questions and enquiries, question appropriately for clarity of client interest and needs and provide feedback to the need of caller as appropriate.

­ Provides individualized customer service of high-standard professional level

­ Works as a team with the call Centre staff to better serve the clients through providing health services.

­ Directs the caller to the relevant service delivery points based on the type of services required by the caller.

­ Provides technical advice to callers where necessary

­ Transfers the caller to the Contact Centre’s Registered Nurse for any clinical oriented and aftercare queries.

­ Develops and maintains a friendly conversation with caller and keeps information confidential.

Skills and competencies

­  Ability to understand as well as grasp basic client’s information.

­  Maturity and Ability to cope up with difficult situations.

­  Capacity and knowledge to analyse the client’s problem clearly and provide logical solutions.

­  Good communication, client service, interpersonal and basic computer skills.

­  High oral and written communication skills in local languages

­  Good interpersonal/communication skills – both oral and written

­  Strong personal commitment to the goals of the company and their services offered

NB! This job is now closed. You can apply for other jobs by uploading your CV.