Primary Role:
The Call
Centre Operators will serve as the first point of contact
for patients, caregivers, and stakeholders by providing accurate information,
coordinating appointments and admissions, and ensuring timely, compassionate,
and confidential communication in support of quality mental healthcare
delivery.
KEY RESPONSIBILITIES:
- Receive and manage incoming and outgoing calls
in a courteous, calm, and professional manner.
- Respond promptly and professionally to inquiries
received through social media platforms, WhatsApp, email, and other
digital channels in line with hospital communication guidelines.
- Schedule appointments, admissions, therapy
sessions, and follow-ups accurately.
- Provide clear and accurate information on
hospital services, procedures, and payment options while maintaining
confidentiality.
- Identify urgent, distressed, or high-risk
communications (calls or messages) and escalate immediately to clinical or
supervisory staff.
- Maintain accurate call logs, digital
communication records, and follow-up actions in the system.
- Handle complaints and inquiries and ensure
appropriate resolution or referral.
- Liaise with clinical, billing, admissions, and
marketing teams to ensure seamless patient support and consistent
messaging.
- Any other duty as may be assigned
KEY
SKILLS AND COMPETENCIES:
- Empathy and emotional intelligence
- Confidentiality and professionalism
- Attention to detail
- Ability to multitask
KNOWLEDGE AND EXPERIENCE REQUIRED:
- Diploma in Customer Service, Communication,
Business Administration, or a related field.
- Strong written and verbal communication skills,
including professional online engagement.
- Ability to handle sensitive mental health
matters with empathy, discretion, and confidentiality.
- Basic computer skills and familiarity with
hospital information systems and social media platforms.
- Prior experience in a hospital, mental health
facility, or healthcare setting is highly desirable
How to Apply
