Customer Service Representative - Urdu/Hindi Speaker

Answer incoming calls from customers for various purposes, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

• Answer calls and route calls to appropriate resource
• Handle patients' inquiries telephonically and convert their inquiries to emails according to standard operating procedures; send to the relevant department if no answer after transferring the line twice
• Research required information using available resources
• Manage and resolve patients' complaints and transfer to a qualified person to solve their complaint
• Provide customers with service information and hospital policy
• Update the business connect with new staff numbers and the names of new staff joining the hospital
• Identify and escalate priority issues
• Follow up patients' calls when necessary
• Transfer the call internally between healthcare staff (e.g., on-call doctor, blood bank, radiology on call)
• Stay updated with information circulated in the hospital (memos/circulars) and updates within the call center (External Calls workbook-updates, on-leave and appointments)
• Take care of tools entrusted by the administration (e.g., computer, headset); use for official purposes only
• Receive calls from patients and help with queries regarding appointments
• Book new appointments as per OPD policy; inform patients of information they should know before their visit
• Cancel and reschedule appointments as per patient request
• Online booking of appointments (through website)
• If there are no slots available and a patient needs urgent appointment, gather all information (patient details, caller's name, patient name, MRN, etc.) and send by email to OPD Clinic for arranging appointment as overbooking or walk-in
• Book appointments for all OPD procedures, ER referrals (routine appointments, inpatient appointment list, ER fracture list)
• Handle patient complaints related to appointments and transfer to a qualified person to resolve
• Respond to patient inquiries, requests, or disputes over the phone and route to the appropriate department or staff
• Explain the services available
• Provide patient with service information and hospital policy
• Manage patient complaint calls and communicate to PRO office as per the agreed process
• Update the HMS system with any changes in clinic timing
• Performs related work as assigned by client representative

• Bachelor's Degree or equivalent
• Proficient in relevant computer applications
• Fluent in both Arabic and English
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Some experience in a call center or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes