Senior/Associate Executive (Call Centre) (Outram)

Senior/Associate Executive (Call Centre)

Responsibilities

• Handle incoming calls, emails, and communications from patients regarding surgical appointments, procedures, and general enquiries.
• Process enquiries from insurance companies related to patients’ surgical information.
• Schedule, reschedule, and cancel surgical appointments in accordance with clinic protocols and patient needs.
• Provide accurate information on surgical procedures, pre‑operative requirements, and post‑operative care instructions.
• Coordinate with clinical teams to ensure optimal appointment scheduling and effective resource utilisation.
• Manage patient complaints and concerns professionally, escalating complex issues to supervisors when required.
• Achieve and maintain Contact Centre KPIs, including service level targets, call quality standards, and low drop‑call rates.
• Coordinate pre‑operative processes, including appointment sche...