Customer services Representative, Patient Access Hospital

Aga Khan University Hospital

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.

You will be responsible for:

• Managing large amounts of inbound and outbound calls in a timely manner
• Following communication "scripts" when handling different topics
• Identifying customers' needs, clarifying information, researching every issue, and providing solutions and/or alternatives
• Maintaining and improving quality results by adhering to standards and guidelines, recommending improved procedures.
• Building sustainable relationships and engaging customers by taking the extra mile
• Meeting personal/team qualitative and quantitative targets
• Operating switchboard and routing incoming calls to appropriate departments
• Placing out-of-state and international calls; scheduling and coordinating conference calls as required
• Escalating user complaints to the supervisor/Coordinator for necessary action
• Utilizing public address, paging, and voice mail systems to ensure proper routing of calls
• Collecting and verifying campus directory information, including telephone numbers, and assisting supervisor in updating computerized database for inclusion in the campus directory
• Researching and providing specific directory information to both internal and external inquirers, as required, in accordance with policy and procedure pertaining to the disclosure of directory information
• Performing various clerical duties as required, including logging and routing incoming mail, light typing, and preparation of outgoing mail
• Using public announcement to inform hospital users about emergency situations
• Acting as backup personnel for public announcement in case of shutdown of the system
• Participating in quarterly/semi-annual communication drills
• Lodging complaints to the concerned department in case of any IT/FMD/ISP related issues
• Assisting supervisor in maintaining long-distance call charges and records
• Performing miscellaneous job-related duties as assigned.

You should have/be:

• Preferably a Bachelor's Degree with at least 1 year of customer service experience or experience directly related to the duties and responsibilities specified
• A minimum of 1 year 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 dialing procedures and protocols
• Ability to verify data input and correct errors
• Knowledge of campus telephone system dialing 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.

Interested candidates may apply at human.resources@aku.edu mentioning the position number "10001386" in the subject.

Applications should be submitted latest by January 8, 2025.