Job Description

We are seeking a professional and customer-focused Arabic Speaking Contact Center Team Leader to join our AESTHETIC CLINIC. The ideal candidate will handle incoming customer inquiries, provide accurate information, resolve issues efficiently, and ensure a positive customer experience.

Patient Engagement: Engage with patients warmly and professionally, demonstrating empathy and understanding, Foster a welcoming atmosphere over the phone, ensuring patients feel valued and cared for. Appointment Optimization: Collaborate with healthcare providers to optimize appointment scheduling for efficient clinic operations,Assist patients in selecting suitable appointment times based on their preferences and medical requirements. Clinic Information Relay: Clearly communicate clinic information, including pre-appointment instructions and post-visit follow-up procedures, educate patients on available clinic services and resources. Patient Advocacy: Advocate for patients by ensuring their needs and concerns are addressed promptly and appropriately, Work closely with other departments to resolve issues and improve overall patient satisfaction. Multichannel Communication: Utilize multiple communication channels, including telephone, email, and messaging systems, to ensure patients receive information through their preferred medium,Monitor and respond to clinic voicemail and email inquiries in a timely manner. Data Accuracy: Maintain meticulous accuracy when updating patient records in the electronic health records (EHR) system, Conduct regular reviews to identify and rectify any discrepancies in patient information. Performance Metrics: Meet and exceed performance metrics related to call handling, patient satisfaction, and appointment scheduling efficiency, Participate in performance reviews and actively seek opportunities for professional development. Healthcare Compliance: Adhere strictly to healthcare confidentiality and privacy regulations,Stay informed about changes in healthcare compliance standards and implement necessary adjustments in daily practices. Inbound and Outbound Calls: Handle incoming calls from potential clients and initiate outbound calls to follow up on leads. Product/Service Knowledge: Possess in-depth knowledge of clinic services, promotions, and pricing to effectively communicate value propositions to potential clients. Customer Relationship Management: Build and maintain strong relationships with clients, ensuring customer satisfaction and retention. Documentation: Prepare and submit daily, weekly, and monthly reports to the Contact Center Manager. Follow-Up Procedures: Develop and implement effective follow-up procedures to nurture leads, address concerns, and maintain engagement with potential clients. Feedback Loop: Establish a feedback loop with the marketing team to share insights on the effectiveness of promotional campaigns and identify areas for improvement. Training and Development: Actively participate in ongoing training sessions to stay updated on new clinic services, Appointment techniques, and product knowledge. Complaint Resolution: Handle customer complaints or concerns promptly, ensuring a positive resolution and a high level of customer satisfaction. Documentation Improvement: Continuously review and enhance documentation processes, ensuring accuracy in recording customer details, preferences, and sales interactions. Performance Metrics: Regularly monitor and analyze individual performance metrics, such as conversion rates, call success rates, and average handling time, to identify areas for improvement. Collaboration with Support Teams: Collaborate with other departments, such as customer support and billing, to streamline processes and address client inquiries effectively. Planning and Organization: Efficiently plan and organize daily tasks, ensuring optimal time management and productivity in achieving daily targets. Adherence to Managerial Directives: Execute tasks as required by the manager, demonstrating flexibility and responsiveness to changing priorities and directives.
Job Type: Full-time

Work Location: In person

Job Type: Full-time