Call Center Agent

Dr.

Firas Dental & Orthodontic Center is currently looking for a professional and customer-focused Call Center Agent to join our team in Abu Dhabi.

The successful candidate will handle patient communications, appointment scheduling, and inquiries, ensuring excellent service and efficient coordination across clinic branches.

This role plays a key part in enhancing patient experience, supporting clinic operations, and maintaining professional communication standards within the organization.

Answer incoming patient calls professionally and efficiently.

Schedule, reschedule, and confirm patient appointments.

Conduct appointment reminder calls to reduce no-shows.

Provide information about clinic services, doctor availability, and operating hours.

Escalate patient complaints or concerns to supervisors when necessary.

Accurately update patient records in the clinic management system.

Document call outcomes, cancellations, and feedback.

Maintain strict confidentiality of patient information.

Coordinate with the insurance department regarding patient eligibility and approvals.

Collect patient insurance information prior to appointments.

Direct billing or coverage inquiries to the appropriate department.

Communicate with reception teams, nurses, and doctors regarding appointment schedules.

Notify relevant departments regarding cancellations or patient delays.

Support branch operations during busy clinic hours.

High School Diploma or equivalent (required)

Bachelor’s degree is an advantage

Minimum 2 years experience as a Call Center Agent, Receptionist, or Customer Service Representative

in healthcare or dental facilities is preferred

Fluent in Arabic and English (required)

Strong communication and listening skills

using patient management systems or EMR

Good telephone handling skills

Knowledge of Dok32 system is an advantage

working in a dental or medical facility

Ability to handle multiple tasks in a fast-paced environment

Strong organization and time management skills

Compassionate and patient-focused communication style