Call Centre Agent

Role overview

Requirements and experience

• 1–3 years of experience in a call centre, customer service, or related role.
• High school diploma or equivalent is required; a diploma or associate-level qualification is preferred.
• Fluency in English and familiarity with EMR systems are required.
• Ability to handle confidential patient information; strong communication, problem-solving, and attention to detail are required.
• Healthcare call centre or medical customer service experience, Arabic proficiency, medical terminology, and healthcare-process knowledge are advantageous.

Patient and call centre support

• Answer calls from patients, healthcare providers, and insurers; provide accurate information about services, procedures, and facilities.
• Address patient questions and concerns empathetically and professionally while protecting privacy.
• Assist patients with billing and referrals and escalate complex cases when required.

Appointments and records

• Schedule, reschedule, and cancel appointments; confirm details and coordinate appointment issues with departments.
• Record interactions, follow-ups, and resolutions in CRM or EMR systems and keep patient records accurate and current.
• Follow healthcare documentation and data privacy procedures; systems may include Epic, Cerner, or Meditech where applicable.

Quality and performance

• Meet call quality, handling-time, resolution, and patient service standards.
• Follow approved customer service procedures, participate in training, and contribute to continuous improvement.
• Share recurring issues and feedback with supervisors or relevant teams.

Pay

• Pay starts at AED 4,000 per month.

Work location

• Work location is in person.