Call Center Executive Job

Skipper Eye-Q Super Speciality Eye Hospital is an International Eye Hospital chain with the presence of 30 in India and 4 in Nigeria, handling all types of Eye Surgeries such as Cataract, Retina, Glaucoma, presbyopia, cornea, squint, refractive error, and other vision problems, and having treated 10+ million patients. Our patients get the same treatment in Nigeria as in the US, UK, and India. We are 18 Years in Eye Care and HMO Empanelled Hospitals.

Job Description

• A Call Center Executive will serve as the crucial first point of contact for patients, managing high-volume, empathetic communication, scheduling specialized appointments, and handling patient inquiries about eye care services.
• They ensure efficient patient flow and maintain accurate, confidential, and up-to-date patient records.

Key Responsibilities

• Appointment Management: Scheduling, rescheduling, confirming, and managing patient appointments, often using Electronic Medical Record (EMR) or specialized hospital software.
• Patient Interaction & Support: Answering inbound calls and emails to provide information about eye care services, procedures, and doctor schedules.
• Customer Experience & Satisfaction: Handling complaints, de-escalating patient concerns, and conducting patient experience surveys.
• Data Accuracy & Documentation: Accurately recording patient details, inquiries, and complaints into the system.
• Administrative Tasks: Verifying patient demographics, insurance information, and preparing correspondence.
• Clinical Coordination: Collaborating with optometrists, ophthalmologists, and other clinical staff to ensure seamless patient care.
• Follow-Up: Making outbound calls to patients to check on their well-being and satisfaction with services.

Key Requirements

• Education: A Bachelor's Degree in Social Sciences, Humanities, or Health Information Management is generally required.
• Experience: A minimum of 2-5 years of experience in a similar role is typically required, with experience in a healthcare or medical call center setting being a major advantage.
• Communication Skills: Exceptional verbal and written communication skills in English are essential, with fluency in local languages (e.g., Yoruba, Igbo, Hausa) often required.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), and familiarity with EMR/hospital software.
• Soft Skills: High level of empathy, patience, ability to work under pressure, attention to detail, and a customer-centric approach.
• Knowledge: Basic understanding of medical or eye care terminology is highly beneficial.
• Compliance: Understanding of patient confidentiality and data protection regulations.

Key Competencies:

• Multitasking: Ability to manage high-volume calls while navigating systems.
• Problem-Solving: Quick identification of patient issues and resolution.
• Empathy: Ability to remain professional, calm, and supportive to patients, many of whom may be distressed due to vision issues.

Method of Application
Interested and qualified candidates should send an updated CV to: [email protected] using the Job Position as the subject of the email.