Medical Associate- Appointment Setter

Job Purpose:

To handle a broad range of customer contacts, namely inquiries/complaints via telephone, e-mail and voicemail for the dnata outsource Contact Centre business. The Medical Associate will help provide excellent customer service on new as well as existing Medical Services frontline and back office accounts and therefore further strengthen and grow the outsourcing business.

Minimum Requirements:

• Applicants must be willing to work and relocate to Clark, Pampanga.

• Applicants must be a Filipino citizen or have a relevant residence status

• Bachelor's Degree in a relevant nursing and allied medicine field

• Clinical medical experience is an advantage

• Demonstrate excellence in customer service by achieving specified performance standards

• Have a positive attitude to delivering excellence in customer service in a contact centre environment and dealing with colleagues within and outside his department

• Adhere to set work schedules to ensure correct staffing levels at the department are maintained

• Have a mature attitude coupled with high degree of work ethic

• Have an enthusiastic and confident telephone manner with a 'smile in the voice'

• Be self-motivated and able to apply initiative to solve problems

• Be effective in a team-based environment and supportive of team objectives

• Communicate information effectively in a friendly and supportive manner

• Show the ability and willingness to undertake intensive training in complex products

• Must be willing to work on shifting schedule.

• Must be willing to work on holidays and weekends.

Key Responsibilities and Accountabilities:

• Responsible for answering Emirates Medical Services calls and emails from Emirates senior management, pilots, cabin crews and their eligible dependents.

• Handle medical and dental booking appointments, follow administrative processes and GCAA requirements for licensed flying crew

• Keep and manage medical records with utmost confidentiality

• Receive Employee Assistance Program cases, triage and book appointments following administrative processes.

• Receive and handle emergency calls coming to the Medical Hotline.

• Handle and triage as necessary the cases coming from the Medical Advise line.

• Achieve individual Key Performance Indicators (KPIs) to ensure agreed Service Levels are met. This will consist of meeting or bettering a set number of actions per working hour.

• Provide customers with specific and accurate product and service information to maintain quality service provision for all accounts

• Identify and escalate priority issues to a Team Leader, when necessary, in order to uphold quality of service to all customers

• Have the capability to work on different accounts on a simultaneous basis to enhance overall productivity

• Achieve or surpass a set call Quality score on a weekly and monthly basis which will involve having calls recorded and assessed by a Quality officer / Team Leader

• Stay fully knowledgeable on all aspects of each assigned account/s. Subject matters include but are not limited to revised Standard Operating Procedures, Work Instructions, etc

• Other tasks may be assigned

Key Competencies:

• Initiative & Commitment to Achieve

• Organising for Results

• Team Work

• Problem solving and critical thinking skills

• Must be detail oriented with utmost focus on quality and efficiency.

• Results orientation with bias for action, versatility, and adaptability.

• Excellent written and communication skills

• Excellent customer service skills

• Keen sense in providing detailed instructions to clients

• Understanding of Middle East culture is very critical

• Must be able to effectively communicate with colleagues and peers from other departments