Skipper Eye-Q Speciality eye hospital is an international eye hospital with chain presence of 42 eye hospitals in India and Nigeria.Job Summary
A Call Center Executive will act as the crucial first point of contact for patients, responsible formanaging high-volume, empathetic communication, scheduling specialized appointments, and handling patient inquiries regarding 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 (e.g., HIPAA).
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.