TERMS OF REFERENCE FOR CALL CENTER REPRESENTATIVE

Job Title: Call Center Representative

Department: Public Relations Department

Reporting to: Public Relations Manager

Location: Horyaal Hospital

  ABOUT OUR HOSPITAL

Horyaal Hospital is a premier private healthcare facility dedicated to providing superior medical services and creating a compassionate healing environment. Horyaal Hospital is a multispecialty hospital located in Mogadishu. Located on Tarbuun Road in Hodan, Mogadishu. We provide our patients with patient-focused, world-class medical treatment that adheres to the highest medical care standards, as well as well-equipped and trained staff. We are dedicated to providing the most efficient and compassionate care to all of our patients.

Position Overview: The Call Center Representative will serve as the first point of contact for patients, families, and visitors, providing assistance, information, and support professionally and courteously.  

Area of Accountability:

1.      Answer incoming calls promptly and professionally, providing information, assistance, and support to callers.

2.      Schedule appointments, register patients, and update demographic and insurance information accurately in the hospital's electronic medical records system.

3.      Respond to inquiries regarding hospital services, physician referrals, visiting hours, and general hospital information.

4.      Coordinate communication between patients, families, healthcare providers, and hospital departments as needed.

5.      Assist patients with inquiries related to billing, insurance coverage, and financial assistance programs, providing guidance and support as required.

6.      Verify insurance eligibility, benefits, and authorization requirements for scheduled appointments and procedures.

7.      Collect and process payments for services rendered, ensuring accuracy and confidentiality of financial transactions.

8.      Document all interactions and inquiries in the hospital's call center software system, maintaining detailed and accurate records of patient communications.

9.      Escalate unresolved issues or concerns to appropriate hospital staff or management for further assistance and resolution.

10. Adhere to established call center protocols, guidelines, and quality assurance standards to ensure consistent and high-quality customer service delivery.

11.   Participate in ongoing training and professional development activities to enhance knowledge of hospital services, policies, and procedures.

12.   Collaborate with other members of the call center team to optimize workflow efficiency and achieve departmental goals.

1.        Bachelor's degree in Business Administration, Human Resources, Accounting, or a related field  

2.      Previous experience in a call center, customer service, or healthcare setting preferred.

3.      Excellent verbal and written communication skills, with a courteous and professional phone manner.

4.      Strong interpersonal skills and the ability to interact effectively with patients, families, and colleagues from diverse backgrounds.

5.      Proficiency in computer applications, including Microsoft Office Suite and electronic medical records systems.

6.      Ability to multitask and prioritize tasks effectively in a high-volume, fast-paced environment.

7.      Attention to detail and accuracy in data entry and record-keeping.

8.      Empathy, compassion, and a commitment to delivering exceptional patient-centered care.

9.      Flexibility to work rotating shifts, including evenings, weekends, and holidays, as needed.

10.                    Willingness to adhere to hospital policies, procedures, and confidentiality standards.

Interested candidates with the necessary qualifications and experience are urged to submit an updated CV, cover letter, and academic qualification as a single PDF document by email to the HR at Horyaal Hospital in Mogadishu-Somalia: [email protected] using the reference “Position for Call Center Representative”, in the subject of your e–mail no later than March 24, 2024.

Review of applications will begin as soon as they are received, and only complete applications will be considered. Due to the high volume of applications, we regret that we will only contact shortlisted candidates.