Call Centre/Helpline Officer

• Respond promptly and professionally to incoming calls and messages, ensuring all inquiries are handled efficiently.
• Provide accurate information on hospital services, appointment scheduling, and general inquiries.
• Address client concerns with empathy, escalating complex issues to the Call Centre Supervisor as needed.
• Record all inquiries, complaints, and resolutions in the call management system to maintain accurate records.
• Ensure follow-ups on unresolved issues are completed within the agreed timeframe.

• Manage appointment bookings by coordinating with various departments to ensure availability and proper scheduling.
• Provide callers with information about pre-appointment requirements, such as tests or documentation needed.
• Notify patients of any changes to scheduled appointments promptly and accurately.
• Verify and update patient details in the hospital management system during appointment scheduling.
• Maintain appointment logs, ensuring accuracy and compliance with hospital policies.

• Handle emergency calls with urgency, providing callers with appropriate instructions or directing them to relevant departments.
• Coordinate with emergency response teams to ensure timely assistance for critical cases.
• Maintain composure and professionalism while managing high-pressure emergency calls.
• Document all emergency calls, including details of the situation and actions taken, for record-keeping purposes.
• Ensure the helpline is operational 24/7, promptly escalating any technical issues to the IT team.

• Follow organizational protocols and scripts to ensure consistent and professional communication standards.
• Comply with data protection regulations when handling patient information and sensitive data.
• Participate in training and performance evaluations to ensure alignment with customer service standards.
• Identify recurring issues in customer interactions and recommend solutions to improve service delivery.
• Ensure 100% adherence to all safety and security protocols during call handling.

• Generate daily, weekly, and monthly reports on call volumes, response times, and resolutions for management review.
• Provide feedback on recurring issues and customer concerns to support service improvement initiatives.
• Track and report trends in inquiries to help management address service gaps or process inefficiencies.
• Document customer feedback, highlighting areas of excellence and opportunities for improvement.
• Collaborate with the Call Centre Manager to develop strategies for enhancing overall service quality.

• Minimum of HND/ Diploma in Mass Communications, Healthcare administration or a related field.

• Training or certification in Customer Service or Call Centre Operations is desirable.

• Minimum of 3 years of experience in a call centre or customer service environment.
• Familiarity with healthcare systems and basic medical terminology is an added advantage.
• Previous experience in the healthcare sector is preferred.

• Understanding of customer service principles and telephone etiquette.
• Basic knowledge of hospital services, appointment scheduling, and healthcare operations.
• Familiarity with data protection and confidentiality regulations.

• Excellent verbal and written communication skills to handle diverse customer interactions.
• Strong problem-solving and conflict resolution skills to address inquiries and complaints effectively.
• Proficiency in using call centre software, CRM systems, and MS Office applications.
• Ability to multitask and manage a high volume of calls efficiently.
• Attention to detail to ensure accuracy in call handling and record-keeping.

• Professional attitude towards work
• Has personal and professional credibility and commands the respect of colleagues and peers.
• Supportive and approachable.
• Ability to adapt accordingly.
• High levels of honesty and integrity
• High level of integrity and discretion in handling patient and clinical information.
• Exceptional interpersonal skills for collaboration with medical staff and stakeholders.
• Proactive problem-solving and decision-making abilities.

Deloitte