Educational Requirements

• Minimum Graduate in any discipline

 Experience Requirements

• Preferably 1 year of experience in customer service.
• Excellent communication, negotiation and interpersonal skills with good understanding of emotional intelligence.
• Team player with leadership qualities.
• Advanced level PC skills particularly in MS Excel, Word and PowerPoint (knowledge of Windows XP and MS outlook is essential).
• Must good command in both English and Bengali.

 Job Responsibilities

• Ensure effective and smooth co-ordination between consultant and the outpatient (with / without appointment, follow up etc.) as well as manage all operational activities of the respective clinic(s), specialty with quality service in line with EHD policies.
• Greet all guests with appropriate manners & curtsey and arrange pre-consultation requirements as necessary.
• Guide patient to consultant`s room when the consultant is ready to see the patient after ensuring s/he has paid consultancy fees at billing desk and other necessary preparations.
• Guide the patients regarding investigation, medication & follow-up visit.
• Update respective consultant(s) regarding patient`s attendance and status as & when required. In case of exceptional cases, try to accommodate the patient after discussion with the consultant or arrange alternate service option without offending the patient.
• Facilitate the patients for report showing / follow up visit schedule or appointment slot after discussing with the relevant consultant.
• Manage, plan and schedule patient`s appointment / cancellation aligned with centralized on line appointment calendar.
• Provide information on related consultant`s profile, visiting hours, tariffs and assist patients in terms of preparation for investigation, procedure, surgery, admission etc.
• Promote EHD services by providing marketing communication materials to customer.
• Be updated with the latest information on different facilities and tariffs and persuade patients politely to avail diagnostics and medication facilities from EHD.

 Additional Job Responsibilities

• The role of customer care officer is to ensure overall customer service and to gain customer satisfaction of Out-Patient Areas.
• The purpose of the job is to provide assistance to consultants as well as patients in term of consultation, investigation, procedure, surgery etc.
• The CCO/BO will be responsible for multi-tasking; cross functional customer care activities & should be available to work in flexible shifting hour.
• The role requires effective communication & good management skill to deal with diversified customer as well as provide guideline to valued customers in order to ensure service excellence.

Technical Competencies

• Communicating effectively with staff at all levels and patients to ensure support services.
• Address any operational issue that requires intervention/coordination.
• Coordinate technical assistance to patient in terms of basic medical knowledge and applications.
• Oversee patient care flow while redirecting and allocating resources.
• Communicate pertinent information (verbal and/or electronic) in a timely manner to hospital administration/ HOD.

Behavioral Competencies

• Provide personalized services for high value, VIP, vulnerable patients.
• Provide information to customer queries.
• Provide solution to customer complaints.
• Taking customers feedback and suggestions to improve quality of service and report to the Unit Supervisor.

 Other Benefits

• As per Hospitals Policy

 Council Registration Requirements

• N/A