Call Centre Agent

We are looking for a professional and patient-focused Call Center Representative to join its healthcare team in Dubai. The selected candidate will be responsible for handling incoming calls from patients, healthcare providers, and insurance companies while providing accurate information and professional support.

The role involves managing patient appointments, responding to enquiries about healthcare services and insurance coverage, assisting with billing and referrals, documenting interactions in CRM or EMR systems, and escalating complex cases when required.

The ideal candidate should have excellent communication and listening skills, strong attention to detail, and the ability to handle sensitive patient information with confidentiality. Previous healthcare call centre experience and familiarity with medical terminology or EMR systems will be an advantage.

Requirements & Experience

• 1–3 years of experience in a call centre, customer service, or related role.
• Healthcare call centre or medical customer service experience is an advantage.
• High school diploma or equivalent is required; a diploma or associate-level qualification is preferred.
• Familiarity with EMR systems.
• Good understanding of customer service and call centre processes.
• Fluency in English is required.
• Arabic proficiency, both spoken and written, is an advantage.
• Ability to work with confidential patient and healthcare information.
• Strong communication and problem-solving skills.
• Ability to work efficiently in a fast-paced healthcare environment.

Key Performance Areas

• Call handling quality and efficiency.
• Patient satisfaction and service quality.
• Appointment scheduling accuracy.
• First-contact resolution.
• Accurate CRM and EMR documentation.
• Timely escalation of complex cases.
• Compliance with patient confidentiality requirements.
• Achievement of call handling and resolution standards.

Patient & Call Centre Support

• Answer incoming calls from patients, healthcare providers, and insurance companies promptly and professionally.
• Understand patient requirements and provide accurate information.
• Respond to enquiries regarding healthcare services, procedures, and available facilities.
• Assist patients with general questions related to their healthcare journey.
• Handle patient concerns with empathy, professionalism, and confidentiality.
• Maintain a professional telephone manner during every interaction.
• Provide clear information while ensuring patient privacy and data confidentiality.

Appointment Management

• Schedule patient appointments using the internal healthcare system.
• Reschedule and cancel appointments according to patient requirements.
• Confirm appointment details and provide relevant information to patients.
• Maintain accurate appointment records.
• Coordinate with relevant departments when appointment-related issues arise.

CRM & EMR Documentation

• Accurately document every customer interaction in the CRM or EMR system.
• Maintain complete and up-to-date patient records.
• Record enquiries, actions taken, follow-ups, and resolutions accurately.
• Follow healthcare documentation and data privacy procedures.
• Use internal healthcare systems such as Epic, Cerner, or Meditech where applicable.

Quality & Performance

• Meet established call centre quality and performance standards.
• Maintain required call handling time and resolution rates.
• Follow approved communication and customer service procedures.
• Participate in training and professional development programs.
• Contribute to continuous improvement initiatives.
• Share recurring customer issues and feedback with supervisors or relevant teams.

Skills

• Excellent verbal and written communication skills.
• Strong active listening and interpersonal skills.
• Excellent customer service abilities.
• Strong problem-solving and decision-making skills.
• Professional and empathetic telephone manner.
• Ability to handle sensitive patient information confidentially.
• Strong attention to detail and accuracy.
• Ability to multitask in a fast-paced healthcare environment.
• Good time management and organizational skills.
• Ability to handle difficult or concerned patients professionally.
• Knowledge of medical terminology is an advantage.
• Understanding of basic healthcare processes is beneficial.
• Familiarity with CRM and EMR systems.
• Good computer skills.
• Ability to work effectively as part of a healthcare team.

Pay: From AED4,000.00 per month

Work Location: In person