Job Description
Senior/Associate Executive (Call Centre)
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 schedul...