Quality Coordinator in American Hospital Dubai

Quality Coordinator in American Hospital Dubai is responsible to monitor the real time display screen and to apply the necessary changes in order to maintain the abandoned calls target. This job ID number is 774.

RESPONSIBILITIES OF QUALITY COORDINATOR IN AMERICAN HOSPITAL

• To provide the approved quality trainings and to ensure the efficiency of the team members.
• Daily calls quality assessment using the calls recording system.
• Assisting call center agents with handling the complaints and patients’ challenges.
• Assigning the daily breaks and monitor the agent’s attendance.
• To monitor the agent’s productivity and to provide a daily agents performance report.
• To assist the team leader with the daily duty Rota.
• Demonstrates ability to prioritize tasks ensuring effective functioning of the area.
• Follows the chain of command in reporting incidents or concerns.
• Prioritizes workload and completes correspondence in a timely manner.
• Ensures safe working environment through strict compliance with Hospital Policy and Procedure regarding safety, infection and security.
• Promotes incident, customer complaint reporting to improve patient and family care.
• Answers phone call in a polite and cordial manner. Maintains proper telephone etiquette.
• Transfers calls to the Call Center nurses when appropriate. Does not answer any medical / nursing related questions or give medical / nursing advice.
• Confirms appointments through SMS and / or phone calls as per policy.
• Transfer to different physician, cancels or reschedules patients’ appointments as per policy.
• Informs walk-in patients telephonically regarding waiting time. Place remark on “Scheduler Note”. For example, patient informed regarding waiting time.
• Informs new customers to arrive 15 min prior to appointment time and to bring identification card and insurance card.  (According to clinic guidelines).
• Maintains current insurance expertise to answer basic questions from patients regarding insurance related issues. Such as General Exclusions.
• Over books physicians according to clinic defined standards.

QUALIFICATIONS

• For the job of Quality Coordinator, High school graduate is required
• Excellent English and Arabic verbal/written communication skills.
• Basic computer literacy

PROFESSIONAL EXPERIENCE

• 2 year of experience with customer service principles
• Medical Terminology / or exposure to medical environment
• Previous operator or call center experience, preferable

Informatic Nurse in Cleveland Clinic Abu Dhabi