Customer Service Representative

2 weeks ago

Dubai, Dubai, United Arab Emirates American Hospital Dubai Mea Full time
About the Role

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at American Hospital Dubai Mea. As a key member of our dental practice, you will be responsible for providing exceptional patient care and support through our call center.

Key Responsibilities
  1. Respond to Patient Calls: Respond to incoming calls from patients, dental offices, or other stakeholders in a timely and professional manner, adhering to established communication protocols and guidelines.
  2. Schedule Appointments: Coordinate with dental staff to efficiently schedule and reschedule patient appointments using our appointment management system, ensuring optimal utilization of our schedule.
  3. Confirm Appointments: Remind patients of their upcoming appointments and confirm their attendance by calling, reducing no-show rates and ensuring a positive experience for our patients.
  4. Update Patient Records: Accurately update and maintain patient records in our database, including personal information, medical history, and insurance details.
  5. Handle Patient Inquiries: Respond to patient inquiries about dental services, insurance coverage, pricing, and general practice information with knowledge and empathy.
  6. Resolve Patient Concerns: Resolve patient concerns and complaints in a professional manner, ensuring a positive outcome for both the patient and our dental practice.
  7. Assist with Billing: Assist patients with billing-related questions, payment options, and financial arrangements.
  8. Promote Additional Services: Inform patients about additional dental services or treatments available at our practice, promoting a higher level of dental care and oral health.
  9. Conduct Recall Campaigns: Educate patients about the benefits and importance of maintaining good oral health and conduct recall campaigns to re-engage patients who may be due for regular check-ups or treatments.
  10. Initiate Outbound Calls: Initiate outbound calls to existing and potential patients to schedule dental appointments.
  11. Meet Performance Metrics: Strive to meet or exceed call center performance metrics, such as call volume, average call handling time, and customer satisfaction.
  12. Participate in Training: Participate in training sessions and workshops to improve customer service skills and product knowledge.
Requirements

To be successful in this role, you will need to possess excellent communication and interpersonal skills, as well as the ability to work in a fast-paced environment. You will also need to be proficient in using our appointment management system and have a strong understanding of dental terminology and procedures.

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