Call Center Agent
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Key skills for this role
About the Role
American Hospital Dubai seeks a Call Center Agent to handle patient scheduling and inquiries. The role requires strong customer service, computer literacy, and knowledge of medical terminology.
Key Skills for This Role
Responsibilities
- Answer phone calls politely and cordially, maintaining proper telephone etiquette.
- Schedule and book appointments using iConnect system following clinic guidelines.
- Enter, modify, or update patient information in iConnect system.
- Confirm appointments via SMS and/or phone calls.
- Transfer calls to Call Centre Nurses when appropriate; do not answer medical questions.
- Overbook physicians according to clinic defined standards.
- Assist in orientation of new staff members to the Call Centre.
Requirements
- High School Graduate
- Knowledge of customer service principles
- Basic computer literacy
- Knowledge of medical terminology or prior exposure to a medical environment
- Skills in verbal and written communication in both English and Arabic
Full Job Posting
Position Description
- Provides telephonic scheduling for patients calling with one of the many services of the American Hospital Dubai.
- Coordinates the booking of appointments to optimise clinic function.
- Supports the successful achievements of the Clinic Operations strategic goals.
- Executes the scope of services of each Clinic represented and will aid in directing the patients to the most proper clinic for their specific needs.
Position Responsibility
- Answers phone calls politely and cordially.
- Maintains proper telephone etiquette.
- Facilitates patients to find the most appropriate physician for their questions and/or health related complaints.
- Prioritises tasks, ensuring effective functioning of the area.
- Follows the chain of command in reporting incidents or concerns.
- Prioritises workload and completes correspondence on time.
- Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients' queries.
- Promotes incident, and customer complaint reporting to improve patient and family care.
- Provides patients with a brief history of physicians' accreditations and areas of speciality and other data which is relevant to the appointment type.
- Enters, modifies, or updates patient information, upon calling, in the iConnect system according to established criteria.
- Transfers call to the Call Centre Nurses when appropriate. Does not answer any medical/nursing related questions or give medical/nursing advice.
- Schedules and books appointments as requested appropriately into iConnect and follows the clinic's guidelines in the booking process.
Position Qualification
- High School Graduate
Professional Experience
- Knowledge of customer service principles.
- Knowledge of basic computer literacy.
- Knowledge of adequate medical terminology.
- Knowledge of medical terminology or prior exposure to a medical environment.
- Knowledge of operator or call centre procedures is preferable.
- Skills in verbal and written communication in both English and Arabic.
- Ability to demonstrate computer literacy and work efficiently with digital tools.
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