Job Description

To ensure that phone calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the caller.

Responsibilities

• Call Centre Executives are responsible for following all call center procedures.
• Telephones must be answered at all times; phones should never be left unattended.
• All calls should be attended to on or before the third ring.
• Maintain clear voice clarity so callers can understand easily.
• Remember you are representing a hospital; always act responsibly.
• Keep a notepad and pencil near the phone to avoid miscommunication.
• Record the caller’s name and confirm the correct spelling.
• Note the caller’s company or institution.
• Write down the phone number and extension.
• Record the reason for calling.
• Mention the date, time, and your initials.
• Place the message slip in a visible location for the concerned office.
• Greet the caller according to the time of day (e.g., “Good Morning”).
• Mention the organization’s name (e.g., “NMC Royal Hospital”).
• Introduce yourself by name.
• Ask how you may assist the caller.
• Use the hold button when stepping away to maintain confidentiality.
• When transferring a call, inform the caller and the receiving department about the transfer and the purpose.
• Understand that you create the first impression of the hospital; handle calls carefully.
• If the caller reaches the wrong department, politely redirect them and assist further if possible.
• If the requested person is unavailable, provide a tactful and reassuring response.
• Direct complaints to the relevant department; transfer difficult cases to Customer Relations.
• Stay calm, diplomatic, and polite.
• Show willingness to resolve the issue.
• Be empathetic and understand the caller’s concern.
• Offer to connect the caller with a supervisor if needed.
• Follow all OSH and infection control policies and procedures.
• Work according to documented OSH procedures and responsibilities.
• Be familiar with emergency and evacuation procedures.
• Report hazards, incidents, near misses, and assist with assessments or incident reports.
• Comply with waste management procedures.
• Attend required OSH and infection control training sessions, drills, and awareness programs.