Call Center Officer At Luton Hospital

We are currently hiring for the above position: Address patients in a culturally sensitive manner, considering Cultural Sensitivity:
Key Responsibilities:
Customer Support:
Respond to incoming calls in a professional, courteous manner. Provide accurate information about hospital services, specialties, and doctors' availability.
Assist patients with inquiries related to admissions, billing, outpatient services, laboratory, pharmacy, and emergency services.

Appointment Management:
Schedule, reschedule, and cancel patient appointments as required.
Confirm and remind patients of their upcoming appointments. Ensure all appointments are logged accurately in the hospital's system and confirm patient details.

Handling Complaints and Inquiries:
Listen to patient complaints and address them or escalate as needed.
Assist callers by directing them to appropriate hospital departments or personnel.
Report recurring issues or major complaints to the Call Center Supervisor for further action.

Communication and Coordination:
Coordinate with hospital departments (e.g., pharmacy, laboratory, and billing) to facilitate patient needs.
Relay accurate messages between doctors, nurses, and patients. Handle emergency calls and ensure timely routing to the appropriate personnel or department.
Kenya's diverse ethnic and linguistic backgrounds.
Provide services in English and Kiswahili, and where necessary, local languages.

Follow-ups:
Conduct follow-up calls to patients for appointment HOSPITAL confirmations, reminders, or satisfaction surveys.
Provide information regarding test results and further medical instructions when directed by the medical team.

Record Keeping and Reporting:
Maintain accurate call logs and patient records.
Document all customer interactions, feedback, and complaints. Generate reports on call volumes, issues raised, and service delivery for review by management

Health Insurance Assistance:
Guide patients through NHIF (National Hospital Insurance Fund) and other insurance-related queries.
Provide support on insurance coverage and approval processes, especially for inpatient and outpatient services.

Qualifications:
Education
Degree or Diploma in customer service, communications.

Experience
Previous experience in a call center or customer service role, preferably within a healthcare or hospital setting.

Knowledge
Fluency in both English and Kiswahili is required; proficiency in a local language is a plus.

Working Conditions:
Must be willing to work in shifts, including weekends and public holidays, as the call center operates 24/7.