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Call Center Agent

CLINICA SABAH
Dubai, UAE
fulltime
Mid-Senior
5 days ago
Customer Service ExcellenceCommunication SkillsActive ListeningProblem SolvingComplaint ResolutionCRM Software (e.g.
Free

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Customer Service ExcellenceCommunication SkillsActive Listening
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About Us

Clinica Sabah Specialty Hospital is a premier, modern healthcare facility dedicated to delivering world-class, patient-centered care.

We believe that a patient’s journey to healing begins the very moment they reach out to us.

To ensure an exceptional first impression and seamless ongoing support, we are seeking dynamic, empathetic, and highly organized **Call Center Agents** to join our patient relationship team.

Position Summary

As a Call Center Agent, you will be the voice of Clinica Sabah.

This is a fast-paced, highly operational role where you will manage all incoming and outgoing telephonic communications, handle patient inquiries, schedule appointments, and coordinate with clinical departments.

Your primary goal is to provide accurate information with a warm, empathetic demeanor, ensuring a smooth and reassuring experience for our patients and their families.

1. Patient Interaction & Engagement

  • **Inbound Care:** Promptly and professionally answer incoming calls, addressing patient inquiries regarding hospital services, doctor availability, operating hours, and general medical procedures.
  • **Outbound Coordination:** Conduct outbound calls for appointment confirmations, follow-up reminders, tele-consultation setups, and feedback collection.
  • **Patient Empathy:** Act as a reassuring and compassionate touchpoint, actively listening to patient concerns, managing anxious callers with patience, and escalating urgent medical inquiries to the clinical triage team appropriately.

2. Operational Appointment Management

  • **Scheduling Execution:** Master and utilize our Hospital Information System (HIS) to schedule, reschedule, or cancel patient appointments accurately across various medical specialties.
  • **Insurance Coordination:** Provide basic, accurate information regarding network insurance coverages and direct patients on required pre-authorization documentation needed for their visits.
  • **Data Integrity:** Meticulously log and update patient demographic data, contact details, and interaction notes within the system, ensuring complete confidentiality in line with data privacy regulations.

3. Collaboration & Problem Solving

  • **Cross-Departmental Liaison:** Work closely with clinic coordinators, nursing desks, and the front office team to manage patient flow and resolve scheduling conflicts smoothly.
  • **Complaint Resolution:** Handle patient grievances or scheduling issues professionally, troubleshooting efficiently to find quick solutions or routing them to the Customer Service Supervisor when necessary.

& Requirements

  • **Education:** High school diploma, diploma, or a Bachelor's degree in healthcare administration, business communication, or a related field.
  • **Experience:**
  • Minimum of 1–2 years of experience working in a call center, customer service, or hospitality role.
  • **Prior experience within a hospital or medical center setting in Dubai is highly preferred.**
  • **Skills & System Familiarity:**
  • Proficiency in handling multi-line telephone systems and customer relationship management (CRM) software or Hospital Information Systems (HIS).
  • Strong multitasking skills—ability to type accurately while speaking with a patient.
  • **Core Competencies:** Exceptional active listening skills, clear diction, emotional resilience, and a genuine passion for helping people.
  • **Languages (Critical):**
  • **Native Arabic**
  • Fluency in written and spoken English is mandatory.

What We Offer

  • Competitive monthly salary pack.
  • A vibrant, supportive team environment with structured paths for career growth within our expanding healthcare group.

How to Apply

If you have a passion for customer care and want to be a vital part of a growing specialty hospital, we want to hear from you!

Please submit your updated CV, along with any relevant certifications, to the **Clinica Sabah HR Department** at Jop@clinicasabah.com or apply directly via our careers portal.

*Clinica Sabah Specialty Hospital is an equal opportunity employer committed to exceptional patient care and a diverse workforce.*

Experience

  • Customer service: 2 years (Required)

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