Call Center Representative

7 hours ago

Abu Dhabi, United Arab Emirates Central Clinic Full time

**Key Responsibilities**:

- **Patient Interaction**:

- Answer incoming calls from patients, providing information about services, medical procedures, and clinic policies.
- Assist with scheduling, rescheduling, or canceling patient appointments.
- Manage patient inquiries regarding doctor availability, clinic hours, insurance details, and general queries.
- Provide a high level of customer service, ensuring that patient concerns are addressed promptly and professionally.
- Direct calls to appropriate departments or personnel as necessary.
- **Appointment Management**:

- Schedule patient appointments based on doctor availability and patient needs.
- Confirm, reschedule, or cancel appointments when required.
- Send reminders and confirmations to patients about upcoming appointments, ensuring they have the necessary information.
- **Patient Records and Documentation**:

- Maintain accurate records of patient interactions, including call details, scheduling information, and follow-up actions.
- Update patient data in the clinic’s database or management system as required.
- Ensure patient confidentiality and data protection in line with clinic and regulatory standards.
- **Handling Queries and Complaints**:

- Provide patients with clear and accurate information about procedures, insurance processes, and health-related inquiries.
- Address and resolve patient complaints or concerns effectively, escalating issues to management if necessary.
- **Communication and Coordination**:

- Communicate with doctors, nurses, and other clinic staff to relay important information regarding patient appointments, medical conditions, or emergencies.
- Ensure seamless coordination for special patient needs or urgent appointments.
- **Multitasking and Time Management**:

- Handle multiple calls and tasks efficiently, prioritizing patient needs and maintaining professionalism.
- Keep track of daily, weekly, or monthly appointment schedules and patient requests.
- **Customer Service**:

- Provide a positive experience for all patients, ensuring that their interactions with the clinic are smooth and satisfactory.
- Assist with patient check-in processes and ensure they have all required information before their visit.
- **Follow-up**:

- Follow up with patients to confirm appointments, provide test results (as directed by doctors), or remind them of upcoming visits.
- Send reminders for routine check-ups or preventive care based on patient history.
- **Administrative Support**:

- Assist with clerical duties, such as filing, maintaining patient records, or processing administrative tasks as needed.

**Skills and Qualifications**:

- **Education**: High school diploma or equivalent (Bachelor’s degree preferred).
- **Experience**: Previous experience in a call center or customer service role, preferably in a healthcare or clinic setting.
- **Communication Skills**: Excellent verbal and written communication skills, with the ability to speak and understand English fluently (Arabic is a plus).
- **Customer Service Skills**: Strong ability to handle inquiries and complaints professionally and provide outstanding service.
- **Attention to Detail**: Ability to maintain accurate patient records and manage multiple tasks.
- **Technical Skills**: Familiarity with call center software, patient management systems, and basic computer operations (e.g., Microsoft Office).
- **Problem-Solving**: Ability to handle challenging situations or patient concerns in a calm and effective manner.
- **Teamwork**: Ability to work collaboratively with doctors, nurses, and other clinic staff.

**Additional Requirements**:

- **Languages**: Fluency in English is essential; Arabic is a plus.
- **Work Hours**: Willingness to work in shifts, including evenings or weekends, depending on clinic hours.
- **Adaptability**: Ability to work in a fast-paced environment, handling multiple tasks and patient inquiries.

**Job Title**: Call Center Representative

**Location**: Abu Dhabi, UAE

**Job Type**: Full-Time

A **Call Center Representative** at a clinic in Abu Dhabi is responsible for handling incoming and outgoing calls, providing information to patients, scheduling appointments, and ensuring that the clinic operates smoothly and efficiently. The representative plays a key role in patient communication and service delivery.

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