Call Center Customer Service Representative

Call Center/Customer Service Representative position in leading, well-reputed center for Neurology, Psychiatry, Psychology in Dubai

Summary

We are seeking a dedicated and results-driven Call Center/Customer Service Representative with a strong passion for patient care and appointment conversion. In this role, you will play a critical part in enhancing patient satisfaction while effectively guiding inquiries into confirmed bookings.

You will be responsible for providing accurate service information, understanding patient needs, and confidently recommending and booking the most appropriate physician or service based on each patient’s concern. This role requires a balance of empathy, professionalism and combined with a proactive booking-focused approach that helps patients access timely and appropriate neurological and mental health care.

Key Responsibilities

• Handle inbound and outbound patient calls professionally and empathetically.
• Convert patient inquiries into confirmed appointments by clearly explaining services, physicians, and assessment pathways.
• Identify patient needs and match them with the appropriate clinician or service.
• Proactively follow up on inquiries, missed calls, and pending bookings to maximize appointment conversion.
• Accurately schedule, reschedule, and manage appointments in the system.
• Meet or exceed booking, conversion, and call-handling KPIs.
• Maintain accurate and confidential patient records in line with healthcare privacy standards.
• Collaborate with clinical and administrative teams to ensure smooth patient journeys.

Qualifications & Experience

• Previous experience in a call center, customer service, or appointment-booking role, preferably in healthcare or medical services.
• Strong booking, conversion, or sales-oriented experience (medical services, clinics, insurance, or related fields preferred).
• Excellent verbal and written communication skills in English (additional languages are a strong advantage).
• High emotional intelligence, empathy, and the ability to build trust quickly with patients.
• Confidence in handling objections, explaining value, and closing bookings in a sensitive healthcare environment.
• Familiarity with medical terminology and the ability to explain complex information clearly and compassionately.
• Proficiency in call center systems and scheduling software.
• Strong commitment to ethical conduct, patient confidentiality, and healthcare compliance.

What We’re Looking For

• A patient-focused communicator who prioritizes understanding individual needs and concerns.
• Someone who understands the importance of timely and appropriate appointment scheduling in supporting positive clinical outcomes.
• Able to meet structured performance expectations while upholding compassion, professionalism, and strict confidentiality in patient interactions.

Interested candidates should submit their curriculum vitae to [email protected]