Location:
Abuja
Full Job Description
Company Overview
The African Medical Centre of Excellence (AMCE) in partnership with King’s College Hospital London (KCH) is seeking a Call Centre/Helpline Officer to join our team.
AMCE Abuja is a multi-specialty medical institution developed by Afreximbank in collaboration with King’s College Hospital London. Our mission is to revolutionize healthcare in Africa by bridging critical gaps through world-class medical care, cutting-edge research, and professional training. The centre specializes in oncology, haematology, cardiovascular care, and general healthcare, with a long-term vision of expanding services across the continent.
Currently in the construction phase, AMCE Abuja is set to commence operations in early 2025. With a 500-bed facility planned, our goal is to reduce medical tourism, retain top medical talent, and provide advanced treatments such as stem cell transplantation. By fostering innovation and employment, we aim to shape a healthier and more educated future for Africa.
Application Deadline:
Friday, February 21, 2025
Job Description
Job Title:
Call Centre/Helpline Officer
Job Purpose:
The Call Centre/Helpline Officer will serve as the first point of contact for patients, clients, and stakeholders through phone and digital channels. This role involves providing accurate information, handling inquiries, scheduling appointments, and ensuring a seamless customer service experience. The officer will play a key role in upholding AMCE’s reputation for exceptional healthcare services.
Core Responsibilities
1. Customer Inquiry Management
- Respond promptly and professionally to calls, emails, and messages.
- Provide accurate details about hospital services, appointments, and general inquiries.
- Address client concerns with empathy, escalating complex issues as needed.
- Maintain records of inquiries, complaints, and resolutions in the call management system.
- Follow up on unresolved issues to ensure timely resolution.
2. Appointment Scheduling & Coordination
- Manage appointment bookings by coordinating with relevant hospital departments.
- Inform patients about pre-appointment requirements (e.g., necessary tests or documentation).
- Notify patients promptly about appointment changes or cancellations.
- Update patient details in the hospital management system to ensure accuracy.
3. Helpline Support for Emergencies
- Handle emergency calls with urgency, providing appropriate guidance or directing callers to the right department.
- Coordinate with emergency response teams to facilitate rapid assistance.
- Maintain composure and professionalism while handling high-pressure situations.
- Document all emergency calls and actions taken for accurate record-keeping.
- Ensure the helpline operates 24/7, escalating technical issues when necessary.
4. Quality Assurance & Compliance
- Follow established protocols to maintain consistent and professional communication.
- Ensure compliance with data protection and patient confidentiality regulations.
- Participate in training and performance evaluations to uphold customer service standards.
- Identify recurring issues in customer interactions and suggest service improvements.
- Adhere to all safety and security protocols in call handling.
5. Performance Reporting & Feedback
- Generate daily, weekly, and monthly reports on call volumes, response times, and resolutions.
- Provide insights on customer concerns to support service improvement initiatives.
- Track trends in inquiries to help management address service gaps.
- Document customer feedback, highlighting strengths and areas for improvement.
- Work closely with the Call Centre Manager to enhance overall service quality.
Qualifications
Educational Requirements:
- Minimum: HND/Diploma in Mass Communication, Healthcare Administration, or a related field.
Professional Requirements:
- Training or certification in Customer Service or Call Centre Operations is an advantage.
Experience Requirements:
- At least 3 years of experience in a call centre or customer service role.
- Experience in the healthcare sector is preferred.
- Familiarity with healthcare systems and medical terminology is an added advantage.
Competencies & Skills
Knowledge Requirements:
- Strong understanding of customer service principles and telephone etiquette.
- Basic knowledge of hospital operations, appointment scheduling, and healthcare services.
- Familiarity with data protection and confidentiality regulations.
Skills Requirements:
- Excellent communication skills (verbal and written).
- Strong problem-solving and conflict resolution abilities.
- Proficiency in call centre software, CRM systems, and Microsoft Office applications.
- Ability to manage a high volume of calls efficiently.
- Attention to detail for accurate record-keeping and call handling.
Personal Attributes:
- Professional and customer-focused attitude.
- Strong credibility and integrity in handling patient information.
- Approachable and supportive team player.
- Adaptability in a fast-paced work environment.
- High levels of honesty and discretion.
- Exceptional interpersonal skills for effective collaboration.
Why Join Us?
At African Medical Centre of Excellence, Abuja (AMCE Abuja), we are committed to being an Employer of Choice, providing equal opportunities to all, regardless of background, gender, race, or other protected characteristics.
Be part of an institution dedicated to transforming healthcare in Africa—apply today!
