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Call Center Agent

SFAI Qatar
Doha, QAT
Contract
Senior
1 months ago
Customer Service ExcellenceCommunication SkillsActive ListeningProblem SolvingComplaint ResolutionCRM Software (e.g.
Free

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Key skills for this role

Customer Service ExcellenceCommunication SkillsActive Listening
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Key Responsibilities

  • Assist in designing and implementing scheduling protocols under the supervision of the Screening Call Center Supervisor, ensuring operational efficiency and service quality.
  • Oversee scheduling activities to ensure smooth, accurate, and efficient operations.
  • Supervise and support scheduling staff, working closely with leadership to develop and implement training and skills enhancement programs.
  • Maintain and update call center knowledgebase, ensuring all booking and scheduling protocols remain current.
  • Monitor and control call center staff activities using Excel/CRM systems; ensure accuracy of data entry and provide feedback on performance and data issues.
  • Respond to referrers’ needs, inquiries, and issues promptly while ensuring data accuracy across referral systems (e.g., BIS/Cerner).
  • Coordinate proactively with relevant departments (e.g., HIM and Operations) to optimize patient throughput and service delivery.
  • Develop and maintain awareness of evolving technologies and support implementation of process improvements.
  • Prepare and submit required reports to management in a timely and accurate manner.
  • Handle incoming calls professionally and courteously, maintaining high standards of customer service in addressing patient and physician scheduling needs.
  • Schedule appointments in line with organizational, site, and system protocols.
  • Verify and update patient and physician information accurately in system databases.
  • Provide patients with clear and accurate preparatory information regarding procedures.
  • Monitor system performance and provide feedback on quality and operational improvements.
  • Track staff system usage (e.g., Cisco) and address non-compliance or performance issues through corrective actions.
  • Prepare monthly and ad-hoc reports as assigned; manage multiple priorities in a fast-paced environment.
  • Lead and support team performance to meet operational targets and service benchmarks.
  • Demonstrate strong communication skills, providing clear verbal and written feedback to staff when required.
  • Promote a proactive patient safety culture by identifying risks and implementing preventive measures.
  • Identify, report, and follow up on patient safety concerns, incidents, and near misses in a timely manner.
  • Ensure adherence to all patient safety policies, procedures, and protocols.
  • Foster teamwork and maintain effective communication across teams.
  • Partner with the line manager to identify operational risks, develop mitigation plans, and ensure shared accountability for implementation and evaluation.
  • Maintain strict confidentiality of sensitive patient and organizational information.
  • Attend required meetings, training sessions, and corporate initiatives.
  • Perform any additional duties or responsibilities as assigned.

Qualifications

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

Experience & Knowledge

  • Minimum of 3–5 years of experience in a call center or healthcare environment.
  • At least 2 years of experience in a supervisory or team leader role.
  • Strong customer service experience is essential.
  • Prior experience in a medical call center and knowledge of medical terminology is preferred.

Skills & Competencies

  • Strong computer skills, including CRM and data management tools.
  • Excellent supervisory and leadership abilities.
  • Strong verbal and written communication skills in English; Arabic is an advantage.
  • Ability to work effectively with individuals from diverse cultural backgrounds.
  • High level of professionalism, integrity, and confidentiality.
  • Self-motivated, proactive, and able to work independently.
  • Ability to perform under pressure and manage multiple priorities.
  • Strong organizational and problem-solving skills.
  • High level of motivation, discipline, and accountability.
  • Energetic, confident, and team-oriented personality.
  • Pay: From QAR6,000.00 per hour

Experience

  • similar role : 5 years (Required)

Language

  • Arabic (Required)

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