Call Center Executive for Derma Clinic

2 weeks ago

Abu Dhabi, United Arab Emirates Central Clinic Full time

Key Responsibilities:

- **Handling Inbound Calls**:

- Answer patient calls promptly and professionally, ensuring all inquiries are addressed.
- Provide information about clinic services, dermatology treatments, doctor availability, and general procedures.
- Answer questions about clinic policies, such as working hours, treatment durations, and insurance coverage.
- **Scheduling Appointments**:

- Schedule, reschedule, or cancel patient appointments as needed, ensuring all appointments are accurately logged in the clinic’s system.
- Coordinate with the clinic’s reception and medical staff to maintain an updated and organized schedule.
- **Managing Patient Inquiries**:

- Handle general inquiries related to dermatology services (e.g., acne treatment, skin care, cosmetic dermatology).
- Direct more complex medical queries to doctors or appropriate clinic staff, ensuring patients are informed about when they will receive a response.
- Provide pre-consultation information such as preparation instructions for certain dermatology treatments (e.g., facials, skin tests).
- **Billing and Insurance Information**:

- Provide information about the costs of various services, treatments, and consultations.
- Answer questions related to insurance coverage, explain billing procedures, and help patients understand their financial responsibilities.
- Verify insurance details and help patients with insurance-related queries.
- **Follow-Up Calls**:

- Conduct follow-up calls for post-treatment care, checking on the patient's progress and satisfaction.
- Confirm patient satisfaction with the clinic's services and resolve any issues or complaints.
- **Record Keeping**:

- Maintain accurate patient records and notes regarding call details, appointment scheduling, and any other relevant information.
- Ensure all interactions are documented within the clinic’s CRM (Customer Relationship Management) system, updating patient information as necessary.
- **Outbound Calls**:

- Make proactive outbound calls to confirm upcoming appointments, send reminders for treatments, or follow up on missed appointments.
- Promote special services or treatments, including any promotional offers or new dermatology procedures available at the clinic.
- **Communication and Coordination**:

- Coordinate with the clinic’s medical staff and receptionists to ensure smooth patient flow and service delivery.
- Ensure clear and concise communication with patients regarding their needs and treatment details.
- **Handling Patient Complaints**:

- Address patient complaints or concerns in a calm and professional manner, offering solutions where appropriate.
- Escalate unresolved issues to senior management or medical staff for further resolution.

Skills and Qualifications:

- **Communication Skills**:

- Excellent verbal and written communication in **English** is essential; proficiency in **Arabic** is highly desirable to cater to the local population.
- Ability to communicate complex medical information in a simple and clear manner.
- **Customer Service Skills**:

- Strong customer service skills, with the ability to empathize with patients and provide positive solutions.
- Ability to remain calm under pressure and handle high call volumes.
- **Multitasking**:

- Ability to handle multiple tasks simultaneously, such as answering calls, scheduling appointments, and updating records.
- **Knowledge of Dermatology Services**:

- Basic knowledge of dermatology services and treatments, or a willingness to learn about common dermatology procedures (e.g., acne treatment, botox, skincare).
- Understanding of the services offered by the clinic will help in providing accurate information to patients.
- **Computer Literacy**:

- Experience with call center software or clinic management systems is highly beneficial.
- **Organizational Skills**:

- Ability to organize and manage multiple tasks, especially during busy hours or when handling multiple patient calls.
- Attention to detail when scheduling appointments and entering patient information.
- **Cultural Sensitivity**:

- Knowledge of and respect for the local culture and customs in Abu Dhabi, especially when interacting with a diverse expatriate population.
- Sensitivity to the medical and privacy concerns of patients from different cultural backgrounds.

Preferred Qualifications:

- **Experience in Healthcare or Call Centers**:

- Previous experience working in a healthcare setting, particularly in a dermatology clinic, is preferred.
- Experience in a call center environment or customer support position is a plus.
- **Language Skills**:

- Fluency in **Arabic** is highly desirable, as it enables communication with a broader patient base.
- Knowledge of other languages (e.g., Hindi, Urdu, Tagalog) is a bonus, as Abu Dhabi has a diverse population.
- **Professionalism**:

- A calm and professional demeanor, with the ability to represent the clinic’s brand positively.
- An empathetic and patient-focused approach is cru

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