Job Description

• A Hausa Call Centre Executive at Skipper Eye-Q Hospitals will be responsible for handling customer interactions, particularly those involving Hausa speakers, to address inquiries, resolve issues, and provide information related to eye care services.
• Key responsibilities include handling inbound and outbound calls, scheduling appointments, and maintaining patient records.

Responsibilities

• Customer Service: Answering phone calls, responding to emails, and addressing inquiries from patients and potential patients, particularly those who speak Hausa.
• Information Provision: Providing accurate information about eye care services, procedures, and appointment scheduling.
• Appointment Management: Scheduling, rescheduling, and confirming appointments for patients, ensuring efficient use of clinic time.
• Patient Record Management: Maintaining accurate and up-to-date patient records in the hospital’s system.
• Complaint Resolution: Addressing and resolving patient complaints and concerns professionally and efficiently.
• Communication with Medical Staff: Collaborating with Consultants, Optometrists, Patient Relationship Executive and other clinical team membersto ensure smooth patient care.
• Follow-up: Making follow-up calls to patients to check on their well-being and satisfaction with services.
• Data Entry: Accurately entering patient data into the hospital’s system.

Requirements

• Education: A Degree in related field (e.g., health information management, public administration) may be preferred.
• Experience: Some experience in a customer service or call center role is often required, and experience in a healthcare setting is a plus.
• Language Proficiency: Fluency in both Hausa and English is essential for effective communication with patients.
• Customer Service Skills: Excellent verbal and written communication skills, active listening, empathy, and patience are crucial.
• Interpersonal Skills: Ability to build rapport with patients and handle sensitive information with care.
• Computer Skills: Proficiency in using computer systems, including data entry, email, and potentially specialized hospital software.
• Medical Knowledge: A basic understanding of eye care services and terminology is helpful.
• Attention to Detail: Ability to accurately record information and manage appointments.
• Problem-Solving Skills: Ability to identify and resolve patient issues efficiently.
• Teamwork: Ability to work effectively with other members of the healthcare team.
• Time Management: Ability to manage multiple tasks and prioritize effectively.
• Adaptability: Ability to adapt to changing situations and handle a high volume of calls.