Call Center Agent
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Key skills for this role
About the Role
Dr. Firas Dental & Orthodontic Center in Abu Dhabi is hiring a professional Call Center Agent to handle patient communications, appointment scheduling, and inquiries. Requires fluency in Arabic and English, 2+ years of call center or customer service experience, and familiarity with patient management systems.
Key Skills for This Role
Responsibilities
- Answer incoming patient calls professionally and efficiently
- Schedule, reschedule, and confirm patient appointments
- Conduct appointment reminder calls to reduce no shows
- Accurately update patient records in the clinic management system
- Coordinate with the insurance department regarding patient eligibility and approvals
Requirements
- High School Diploma or equivalent
- Minimum 2 years experience as a Call Center Agent, Receptionist, or Customer Service Representative
- Fluent in Arabic and English
- Experience using patient management systems or EMR
Full Job Posting
Job Overview
- Dr. Firas Dental & Orthodontic Center is looking for a professional and customer focused Call Center Agent to join our team in Abu Dhabi.
- The successful candidate will handle patient communications, appointment scheduling, and inquiries, ensuring excellent service and efficient coordination across clinic branches.
Patient Communication & Appointment Handling
- Answer incoming patient calls professionally and efficiently.
- Schedule, reschedule, and confirm patient appointments.
- Conduct appointment reminder calls to reduce no shows.
- Provide information about clinic services, doctor availability, and operating hours.
- Escalate patient complaints or concerns to supervisors when necessary.
System & Patient Data Management
- Accurately update patient records in the clinic management system.
- Document call outcomes, cancellations, and feedback.
- Maintain strict confidentiality of patient information.
Insurance & Coordination Support
- Coordinate with the insurance department regarding patient eligibility and approvals.
- Collect patient insurance information prior to appointments.
- Direct billing or coverage inquiries to the appropriate department.
Interdepartmental Coordination
- Communicate with reception teams, nurses, and doctors regarding appointment schedules.
- Notify relevant departments regarding cancellations or patient delays.
- Support branch operations during busy clinic hours.
Requirements
- Education: High School Diploma or equivalent (required); Bachelor’s degree is an advantage.
- Experience: Minimum 2 years experience as a Call Center Agent, Receptionist, or Customer Service Representative; Experience in healthcare or dental facilities is preferred.
- Skills: Fluent in Arabic and English (required); Strong communication and listening skills; Experience using patient management systems or EMR; Good telephone handling skills; Knowledge of Dok32 system is an advantage.
Preferred Skills
- Experience working in a dental or medical facility.
- Ability to handle multiple tasks in a fast paced environment.
- Strong organization and time management skills.
- Compassionate and patient focused communication style.
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