Customer Service Officer

Job Description

Title: Customer Service Officer

Company Name: Divine Mercy Hospital Ltd.

Vacancy: 02

Age: 24 to 35 years

Job Location: Gazipur (Kaliganj)

Salary: Tk. 15000 - 25000 (Monthly)

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): Hospital, Diagnostic Centre, Clinic
• Freshers are also encouraged to apply.

• Bachelor of Arts (BA)
• Bachelor of Business Administration (BBA)

• 1 to 3 years
• The applicants should have experience in the following business area(s): Hospital, Diagnostic Centre, Clinic
• Freshers are also encouraged to apply.

• Age 24 to 35 years

• Exceptional Communication Skills: Excellent verbal and written communication skills. The ability to explain complex information simply and clearly is essential.

• Empathy and Compassion: A genuine desire to help others, with the ability to be calm and reassuring in stressful situations.

• Interpersonal Skills: Friendly, patient, and professional, with the ability to interact effectively with a diverse population.

• Technical Skills: Proficiency in MS Office (Word, Excel, Outlook) and experience with a Hospital Information System (HIS).

• Problem-Solving Skills: Ability to listen, assess a situation, and find a practical solution quickly and efficiently.

• Organizational Skills: Strong multitasking ability and attention to detail in a fast-paced environment.

• Ethics and Discretion: High level of integrity and a firm understanding of patient confidentiality.

1. Patient & Visitor Interaction

• Greet patients, visitors, and vendors with a professional and compassionate manner.
• Provide clear and accurate information regarding hospital services, departments, visiting hours, and policies.
• Direct and escort patients and visitors to the appropriate departments, wards, or offices.

2. Appointment Scheduling & Registration

• Manage inbound calls and in-person requests for appointments with doctors and diagnostic services.
• Register new patients, verify demographic and insurance information accurately in the Hospital Information System (HIS).
• Generate and provide appointment slips, and explain pre-appointment instructions (e.g., fasting requirements).

3. Communication & Issue Resolution

• Respond to a wide range of inquiries via phone, email, and in person, demonstrating active listening and empathy.
• Handle patient and family complaints and concerns with patience and professionalism, rising complex issues to the supervisor when necessary.
• Act as a liaison between patients/families and clinical staff to facilitate communication and resolve non-clinical issues.

4. Patient Experience Advocacy

• Proactively identify opportunities to improve the patient journey and reduce anxiety.
• Provide comfort and support to distressed or anxious patients and families.
• Maintain patient confidentiality and privacy standards at all times.

5. Administrative Support

• Maintain the tidiness and professional appearance of the front desk/reception area.

• Gratuity
• Salary Review: Yearly
• Lunch Facilities: Partially Subsidize
• Festival Bonus: 2