The Call Center Assistant serves as the primary frontline contact for the hospital, managing incoming calls, inquiries, and patient communications. They are responsible for maintaining detailed call logs, handling call transfers, and executing systematic call-back protocols for missed inquiries.
Position Overview The Call Centre Assistant serves as the primary frontline telephone contact for AIC- CURE Children's Hospital of Kenya (CURE Kenya). The successful candidate will be in-charge of receiving all incoming calls to either respond to queries directly or transfer them to the appropriate desks, maintains comprehensive tracking logs (call volume, call nature, resolution status, and call transfer details), manages structured call-backs for out-of-hours/break calls, and conducts general outbound patient communications outside CURE Kenya (excluding surgical booking calls reserved for the Patients Booking Officer).
ESSENTIAL DUTIES:
Directly receive all incoming calls to CURE Kenya, serving as the dedicated frontline point of contact to eliminate unanswered calls.
Respond directly to general inquiries regarding hospital services, clinic schedules, locations, visiting hours, and general patient care pathways.
Directly handle text message correspondence between CURE Kenya, patients and partners.
Efficiently transfer calls requiring specialized attention to the respective department desks (e.g., Billing, Social Work, Wards, Booking).
Record detailed incoming call logs including total call count, caller details, nature of the call, and whether the query was successfully resolved.
Record transferred call metrics including the number of calls transferred, target department/office, and whether the call was picked up by the receiving desk.
Systematically log all out-of-hours missed calls received during nights, weekends, public holidays, and breaks.
Execute mandatory call-back protocols: systematically retrieve missed calls and return them promptly within established operational timeframes.
Maintain detailed call-back tracking records detailing date and time of return call, original call nature (hospital-specific), and resolution outcome.
Conduct outbound follow-up calls to patients outside CURE Kenya as assigned by the Business Development Manager.
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