Job PurposeThe Call Centre/Helpline Officer serves as the first point of contact for patients, clients, and stakeholders via telephone and digital communication channels. The role holder is responsible for providing accurate information, resolving inquiries, and ensuring a seamless customer service experience. The Call Centre/Helpline Officer plays a vital role in maintaining the AMCE’s reputation for delivering exceptional healthcare services.Core ResponsibilitiesCustomer Inquiry ManagementRespond promptly and professionally to incoming calls and messages, ensuring all inquiries are handled efficiently.Provide accurate information on hospital services, appointment scheduling, and general inquiries.Address client concerns with empathy, escalating complex issues to the Call Centre Supervisor as needed.Record all inquiries, complaints, and resolutions in the call management system to maintain accurate records.Ensure follow-ups on unresolved issues are completed within the agreed timeframe.Appointment Scheduling and CoordinationManage appointment bookings by coordinating with various departments to ensure availability and proper scheduling.Provide callers with information about pre-appointment requirements, such as tests or documentation needed.Notify patients of any changes to scheduled appointments promptly and accurately.Verify and update patient details in the hospital management system during appointment scheduling.Maintain appointment logs, ensuring accuracy and compliance with hospital policies.Helpline Support for EmergenciesHandle emergency calls with urgency, providing callers with appropriate instructions or directing them to relevant departments.Coordinate with emergency response teams to ensure timely assistance for critical cases.Maintain composure and professionalism while managing high-pressure emergency calls.Document all emergency calls, including details of the situation and actions taken, for record-keeping purposes.Ensure the helpline is operational 24/7, promptly escalating any technical issues to the IT team.Quality Assurance and ComplianceFollow organizational protocols and scripts to ensure consistent and professional communication standards.Comply with data protection regulations when handling patient information and sensitive data.Participate in training and performance evaluations to ensure alignment with customer service standards.Identify recurring issues in customer interactions and recommend solutions to improve service delivery.Ensure 100% adherence to all safety and security protocols during call handling.Performance Reporting and FeedbackGenerate daily, weekly, and monthly reports on call volumes, response times, and resolutions for management review.Provide feedback on recurring issues and customer concerns to support service improvement initiatives.Track and report trends in inquiries to help management address service gaps or process inefficiencies.Document customer feedback, highlighting areas of excellence and opportunities for improvement.Collaborate with the Call Centre Manager to develop strategies for enhancing overall service quality. 
