Customer Service Representative

About Us

Patient Administration & Front Desk

• Welcome and check in patients professionally and warmly.
• Register new patients and update existing information in our EMR system.
• Collect and verify personal, insurance, and referral documents.
• Guide patients through treatment plans as per doctor instructions.
• Obtain informed consents and ensure proper routing of patients.
• Manage appointments for walk-ins, surgeries, and visiting doctors.
• Track and record cancellations, no-shows, and walk-ins.
• Maintain an organized waiting area and smooth patient flow.
• Organize, scan, and attach medical and administrative documents accurately.
• Maintain records of pending documents, consent forms, and lost & found items.
• Assist with translations or explanations of documents when needed.
• Coordinate follow-up appointments and reports through EMR/CRM tools.
• Assist in tracking internal campaigns, lead sources, and patient feedback.
• Submit daily reports (visits, cancellations, no-shows, etc.).
• Support preparation of demographic and referral data for monthly/quarterly reports.
• Ensure forms, materials, and reception supplies are always well-stocked.
• Assist during DHA audits, surveys, and referral tracking.
• Follow all safety, infection control, and confidentiality policies.
• Report any incidents to the quality department.

Call Center & Communication

• Handle inbound and outbound calls with professionalism and empathy.
• Provide accurate information about services, appointments, and procedures.
• Document and manage all call records through internal systems.
• Follow up with customers to ensure satisfaction and timely responses.
• Maintain confidentiality and represent the company with integrity.

Administrative Support

• Use Microsoft Word, Outlook, Excel, PowerPoint, and other software for documentation.
• Support scheduling, database management, and general administrative tasks.

Education

• Bachelor’s degree in Business Administration, Management, or related field.

Experience

• Minimum 2 years’ experience in reception, call center, or customer service—must be in a medical or eye clinic setting.

Skills

• Strong proficiency in English and Arabic.
• Excellent verbal communication and interpersonal skills.
• Proficient in Microsoft Office, EMR, CRM, and scheduling software (Helix preferred).
• Strong organizational skills and attention to detail.
• Ability to multitask and remain calm under pressure.
• Immediately available (no notice period).

We Offer

• **Health insurance benefits**
• **Yearly air tickets**
• **Career growth and professional development opportunities**