Job Track General
Name of the position Officer (Customer Care Officer)
Department/Division Operations
  

 Functions

 Customer Care

 

 Employment Type

 Full Time Staff (Permanent/Contractual)

 Office Location

 Apollo Hospitals Dhaka

 Employment Sub Type

 Local - Confirmed

 Office Timing

 Roster Hour

 Salary Range

 Negotiable

 Job Level

 Entry Level

 Age Limit

  28-33

 Reports To

 Head of Operations

 Educational Requirements

  • Minimum Graduate in any discipline

 Experience Requirements

  • Preferably 1 year of experience in customer service.
  • Excellent communication, negotiation and interpersonal skills with good understanding of emotional intelligence.
  • Team player with leadership qualities.
  • Advanced level PC skills particularly in MS Excel, Word and PowerPoint (knowledge of Windows XP and MS outlook is essential).
  • Must good command in both English and Bengali.

 Job Responsibilities

  • Ensure effective and smooth co-ordination between consultant and the outpatient (with / without appointment, follow up etc.) as well as manage all operational activities of the respective clinic(s), specialty with quality service in line with AHD policies.
  • Greet all guests with appropriate manners & curtsey and arrange pre-consultation requirements as necessary.
  • Guide patient to consultant`s room when the consultant is ready to see the patient after ensuring s/he has paid consultancy fees at billing desk and other necessary preparations.
  • Guide the patients regarding investigation, medication & follow-up visit.
  • Update respective consultant(s) regarding patient`s attendance and status as & when required. In case of exceptional cases, try to accommodate the patient after discussion with the consultant or arrange alternate service option without offending the patient.
  • Facilitate the patients for report showing / follow up visit schedule or appointment slot after discussing with the relevant consultant.
  • Manage, plan and schedule patient`s appointment / cancellation aligned with centralized on line appointment calendar.
  • Provide information on related consultant`s profile, visiting hours, tariffs and assist patients in terms of preparation for investigation, procedure, surgery, admission etc.
  • Promote AHD services by providing marketing communication materials to customer.
  • Be updated with the latest information on different facilities and tariffs and persuade patients politely to avail diagnostics and medication facilities from AHD.

 Additional Job Responsibilities

  • The role of customer care officer is to ensure overall customer service and to gain customer satisfaction of Out-Patient Areas.
  • The purpose of the job is to provide assistance to consultants as well as patients in term of consultation, investigation, procedure, surgery etc.
  • The CCO/BO will be responsible for multi-tasking; cross functional customer care activities & should be available to work in flexible shifting hour.
  • The role requires effective communication & good management skill to deal with diversified customer as well as provide guideline to valued customers in order to ensure service excellence.

Technical Competencies

  • Communicating effectively with staff at all levels and patients to ensure support services.
  • Address any operational issue that requires intervention/coordination.
  • Coordinate technical assistance to patient in terms of basic medical knowledge and applications.
  • Oversee patient care flow while redirecting and allocating resources.
  • Communicate pertinent information (verbal and/or electronic) in a timely manner to hospital administration/ HOD.

Behavioral Competencies

  • Provide personalized services for high value, VIP, vulnerable patients.
  • Provide information to customer queries.
  • Provide solution to customer complaints.
  • Taking customers feedback and suggestions to improve quality of service and report to the Unit Supervisor.

 Other Benefits

  • As per Hospitals Policy

 Council Registration Requirements

  • N/A