Customer services Representative, Patient Access

Introduction

The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to their patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centres, and over 290+ Clinical Laboratories, 30+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health systems offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing
As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopt appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment

Responsibilities

You will be responsible for:

• manage large amounts of inbound and outbound calls in a timely manner
• follow communication “scripts” when handling different topics
• identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
• maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.
• build sustainable relationships and engage customers by taking the extra mile
• meet personal/team qualitative and quantitative targets
• operates switchboard and routes incoming calls to appropriate departments
• places out-of-state and international calls; schedules and coordinates conference calls as required
• escalate the user complains to the supervisor / Coordinator for necessary action
• utilizes public address, paging, and voice mail systems to ensure proper routing of calls
• collects and verifies campus directory information, to include telephone numbers, etc; and assist supervisor in updating computerized database for inclusion in the campus directory
• researches and provides specific directory information to both internal and external inquirers, as required, in accordance with policy and procedure pertaining to the disclosure of directory information
• performs various clerical duties as required, including logging and routing incoming mail, light typing, and preparation of outgoing mail
• use public announcement and abreast hospital users about the emergency situations in hospital
• act backup personnel for public announcement in case of shutdown of the system
• participate in quarterly/ semi-annually communication drill
• lodged a complaint to the concerned department in case of any IT/ FMD / ISP related issues
• assist supervisor in maintaining the long-distance call charges and records
• performs miscellaneous job-related duties as assigned.

Requirements

You should have/be:

• preferably Bachelor’s Degree with at least 1 year of Customer services experience or the experience directly related to the duties and responsibilities specified
• minimum 1 years of experience in a similar capacity
• knowledge of telephone consoles and related equipment
• knowledge of customer service standards and procedures
• knowledge of international and\or conference call telephone dialling procedures and protocols
• ability to verify data input and correct errors
• knowledge of campus telephone system dialling procedures
• ability to interact and communicate with people over the telephone, often in stressful situations
• knowledge of policies and procedures for the imparting of directory information over the telephone
• proficiency in MS Office and CRMs.

To Apply

Interested candidates may apply at [email protected] mentioning the position number " 10001386" in the subject.

Applications should be submitted latest by January 8, 2025