Arabic Speaker - Call Center Agent
Handle inbound and outbound calls professionally while providing accurate information and assistance to patients, customers, and stakeholders. Schedule, reschedule, confirm, and cancel patient appointments in accordance with healthcare procedures and availability.
Skills
About This Role
Overview
- Handle inbound and outbound calls professionally while providing accurate information and assistance to patients, customers, and stakeholders.
- Schedule, reschedule, confirm, and cancel patient appointments in accordance with healthcare procedures and availability.
- Respond to patient inquiries regarding services, clinic locations, operating hours, physicians, and healthcare programs.
- Provide exceptional customer service while maintaining empathy, professionalism, and confidentiality during all interactions.
- Accurately document patient interactions, requests, complaints, and service details within the designated healthcare systems.
- Verify patient information and update records to ensure accuracy and completeness.
- Follow established call handling procedures, scripts, and service protocols to maintain quality standards.
- Address patient concerns and complaints efficiently, escalating complex issues to supervisors or relevant departments when necessary.
- Coordinate with medical, administrative, and support departments to facilitate timely resolution of patient requests.
- Maintain compliance with healthcare regulations, data protection requirements, and patient confidentiality standards.
- Process referrals, service requests, and follow-up actions in accordance with organizational policies.
- Conduct outbound calls for appointment reminders, follow-ups, patient satisfaction surveys, and healthcare campaigns.
- Assist patients in navigating healthcare services and provide guidance on available resources and procedures.
- Achieve individual performance targets related to call quality, productivity, attendance, and customer satisfaction.
- Manage multiple tasks simultaneously while maintaining accuracy and efficiency in a fast-paced environment.
- Monitor and respond to emails, chat inquiries, and other communication channels as assigned.
- Ensure accurate and timely escalation of urgent cases, patient complaints, and service-related issues.
- Maintain detailed knowledge of healthcare services, policies, procedures, and system updates.
- Support patient registration processes and assist with information verification when required.
- Participate in training programs, coaching sessions, and continuous improvement initiatives.
- Adhere to work schedules, attendance requirements, and service level agreements (SLAs).
- Maintain a positive and patient-focused approach when handling sensitive or challenging situations.
- Contribute to team objectives by supporting colleagues and sharing knowledge when needed.
- Generate and maintain accurate records and reports related to daily activities and patient interactions.
- Promote high levels of patient satisfaction through effective communication, problem-solving, and timely service delivery.
- Pay: QAR1.00 per month
Experience
- Healthcare - Call Center: 2 years (Required)
Language
- Arabic (Required)
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