MIA Call Center - BSD

Qualification:

1. Minimum Diploma (D3) or Bachelor's Degree (S1) in any major.

2. Minimum 1 year of experience in Call Center, Customer Service, Patient Service, Front Office, or other customer service-related roles.

3. Experience in a hospital, clinic, or the healthcare industry is an added advantage.

4. Excellent verbal and written communication skills with a friendly, professional, and empathetic approach.

5. Proficient in communicating in both Indonesian and English.

6. Experienced in handling phone calls, WhatsApp, social media, appointments, and customer complaints.

7. Will to do OJT at Morula IVF Jakarta

Job Description:

1. Receive, handle, and manage all incoming phone calls to the Morula IVF Assistant (MIA) in a professional and friendly manner, in accordance with the company's service standards.

2. Make outbound calls to patients, including but not limited to abandoned calls, appointment confirmations, patient follow-ups, service recovery, and other operational needs.

3. Reply to and handle all incoming WhatsApp messages through the company's platform in accordance with established service standards and target response times.

4. Send broadcast messages regarding educational activities, promotions, events, and operational information of Morula IVF as directed by the company.

5. Record, manage, and coordinate all patient appointments received via phone, WhatsApp, website, social media, Google Business Profile, and other digital channels.

6. Reply to Direct Messages (DMs), social media comments, and other digital inquiries for all Morula IVF branches in accordance with the company's communication standards.

7. Reply to incoming reviews (Google Reviews) for all Morula IVF branches based on the categories and response templates established by the company.

8. Create, distribute, monitor, and recapitulate e-vouchers for ongoing promotional programs, including but not limited to the Basic Fertility Screening (BFS) program.

9. Receive, record, manage, and escalate all patient complaints, feedback, and special requests in accordance with applicable complaint handling procedures.

10. Compile comprehensive, accurate, objective, and well-documented chronologies of patient complaints for follow-up by management and relevant units.

11. Actively coordinate with all branches, doctors, operational units, marketing, guest experience, and other related departments to ensure the timely resolution of every patient inquiry, request, and complaint.

12. Provide accurate information regarding services, doctors, practice schedules, promotional programs, treatment procedures, and other relevant information in accordance with the company's official information sources.

13. Maintain service quality and patient satisfaction by providing a professional, empathetic, responsive, and solution-oriented communication experience.

14. Accurately input, update, and manage patient and appointment data in the company's systems, including Teramedik and other supporting systems, according to procedure.

15. Prepare daily, weekly, and monthly reports regarding MIA Call Center activities, including call volume, appointments, abandoned calls, complaint handling, social media, WhatsApp, Google Reviews, and other operational indicators.

16. Provide services to both local and international patients through professional communication in Indonesian and English. For other language needs, officers are expected to utilize tools, translation applications, knowledge bases, and available resources to facilitate effective communication while maintaining the accuracy of the information provided to the patient.

17. Maintain the confidentiality of patient data and ensure all service activities are conducted in accordance with company policy and applicable data protection regulations.

18. Participate in training, service quality evaluations, communication calibrations, and competency improvement programs organized by the company.

19. Perform other duties related to patient services and MIA Call Center operations as directed by supervisors or company needs.