Call Centre Operators

The Call Centre Operators will serve as the first point of contact for patients, caregivers, and stakeholders by providing accurate information, coordinating appointments and admissions, and ensuring timely, compassionate, and confidential communication in support of quality mental healthcare delivery.         

KEY RESPONSIBILITIES:

• Receive and manage incoming and outgoing calls in a courteous, calm, and professional manner.
• Respond promptly and professionally to inquiries received through social media platforms, WhatsApp, email, and other digital channels in line with hospital communication guidelines.
• Schedule appointments, admissions, therapy sessions, and follow-ups accurately.
• Provide clear and accurate information on hospital services, procedures, and payment options while maintaining confidentiality.
• Identify urgent, distressed, or high-risk communications (calls or messages) and escalate immediately to clinical or supervisory staff.
• Maintain accurate call logs, digital communication records, and follow-up actions in the system.
• Handle complaints and inquiries and ensure appropriate resolution or referral.
• Liaise with clinical, billing, admissions, and marketing teams to ensure seamless patient support and consistent messaging.
• Any other duty as may be assigned

KEY SKILLS AND COMPETENCIES:

• Empathy and emotional intelligence
• Confidentiality and professionalism
• Attention to detail
• Ability to multitask

KNOWLEDGE AND EXPERIENCE REQUIRED:

• Diploma in Customer Service, Communication, Business Administration, or a related field.
• Strong written and verbal communication skills, including professional online engagement.
• Ability to handle sensitive mental health matters with empathy, discretion, and confidentiality.
• Basic computer skills and familiarity with hospital information systems and social media platforms.
• Prior experience in a hospital, mental health facility, or healthcare setting is highly desirable