Contact Centre Agent

• Handling incoming calls from patients/relatives/companies/doctors and staff (internal) and answering queries to the best of their ability.
• Booking appointments as per doctor’s/clinic requirements.
• Scheduling appointments, as necessary.
• Contacting patients for appointments/Radiology referrals.
• Handling all email enquiries.
• Booking appointments received through the Doctor’s Request Form on the Company’s Website.
• Booking Medicals and Health Screening Packages.
• Liaising with respective technicians and booking Holters, BPM and EMGs as per the technician’s instructions.
• Checking clinics to make sure all bookings are in order (i.e., time allocation, confirmation of Direct Settlements, allocation of correct Radiologist…).
• Verifying and updating all non-clinical information on the patient’s record.
• Answering and/or distributing e-mails to the respective departments in a professional and timely manner.
• Transferring calls to the respective departments.
• Escalating complaints to the management as per company policy and re-assuring patients that these will be handled accordingly.
• Liaising with Doctors and other departments as necessary to provide the most efficient service as possible.
• Arranging Doctors’ clinics with appointments in a consecutive manner and readily contact patients from the waiting lists should there be any cancellations.
• Rescheduling postponed or cancelled clinics/appointments, as necessary.
• Updating Doctor’s Timetable on Website.
• Liaising with Companies, as well as Foreign and Local insurance companies to obtain Guarantees of Payment (GOPs) or approval of Direct Settlements for Radiology Investigations and/or Consultations as necessary.
• Carrying out other departmental duties as required and when requested by his/her immediate supervisor, including any other duties that may be required by the Company from time to time.

• Ability to handle multiple tasks efficiently.
• Adaptable and flexible in various situations.
• Shows understanding and compassion.
• Strong interpersonal and communication skills.
• Puts customers at the forefront.
• Skilled in task prioritization.
• Manages time effectively.
• Pays great attention to detail.
• Maintains professionalism consistently.
• Works well under pressure.
• Proficient in Microsoft Office Tools.
• Excellent written and spoken skills in Maltese and English.

• Internal training programs and skill development initiatives
• Support with training and professional development
• Employee referral bonus incentive
• Complimentary daily Lunch
• Staff and family discounts on hospital services and fees
• Staff Discounts on products and services from our subsidiaries
• State-of-the-art equipment and technology

Saint James Hospital Malta