Call Centre Executive

Position Summary

The Call Centre Executive is responsible for handling patient inquiries, appointment bookings, follow-ups, and providing accurate information about the clinic/hospital’s services. The role ensures excellent customer service while maintaining patient confidentiality and adhering to healthcare regulations.

Key Responsibilities

• Handle incoming calls, WhatsApp messages, and email inquiries professionally and promptly.
• Schedule, reschedule, and confirm patient appointments through the clinic’s system.
• Provide accurate information related to doctors, specialties, services, timings, insurance coverage, and procedures.
• Coordinate with departments such as reception, nursing, billing, insurance, and doctors’ secretaries for smooth patient flow.
• Maintain patient records and update information in the system as required.
• Manage appointment reminders, follow-ups, and recall lists.
• Assist patients with insurance queries (coverage, approval status, co-payments).
• Handle patient complaints professionally and escalate when necessary.
• Maintain confidentiality as per DOH guidelines and the facility’s policies.
• Meet daily/weekly KPIs such as call handling time, conversion rate, and patient satisfaction.
• Support marketing campaigns by handling promotional calls or appointment drives.

Requirements

• Minimum 1–2 years experience as Call Centre/Customer Service Executive in a healthcare facility (clinic, hospital, medical center).
• Knowledge of DOH regulations, basic medical terminology, insurance networks, and approval processes.
• Strong communication skills in Arabic is mandatory .
• Hands-on experience with healthcare management systems (e.g., eClaim, Salamtak, or clinic software).
• Ability to handle high call volume with professionalism.
• Excellent patience, empathy, and problem-solving skills.
• Willingness to work shifts, weekends (as required), and adapt to a fast-paced healthcare environment.

Job Type: Full-time

Pay: AED3,500.00 - AED4,500.00 per month