Job Description

Position Summary

The Call Centre Executive is responsible for handling patient inquiries, appointment bookings, follow-ups, and providing accurate information about the clinic/hospital's services. The role ensures excellent customer service while maintaining patient confidentiality and adhering to healthcare regulations.

Key Responsibilities

Handle incoming calls, WhatsApp messages, and email inquiries professionally and promptly. Schedule, reschedule, and confirm patient appointments through the clinic's system. Provide accurate information related to doctors, specialties, services, timings, insurance coverage, and procedures. Coordinate with departments such as reception, nursing, billing, insurance, and doctors' secretaries for smooth patient flow. Maintain patient records and update information in the system as required. Manage appointment reminders, follow-ups, and recall lists. Assist patients with insurance queries (coverage, approval status, co-payments). Handle patient complaints professionally and escalate when necessary. Maintain confidentiality as per DOH guidelines and the facility's policies. Meet daily/weekly KPIs such as call handling time, conversion rate, and patient satisfaction. Support marketing campaigns by handling promotional calls or appointment drives.

Requirements

Minimum 1-2 years experience as Call Centre/Customer Service Executive in a

healthcare facility

(clinic, hospital, medical center). Knowledge of

DOH regulations

, basic medical terminology, insurance networks, and approval processes. Strong communication skills in

Arabic is mandatory

. Hands-on experience with healthcare management systems (e.g., eClaim, Salamtak, or clinic software). Ability to handle high call volume with professionalism. Excellent patience, empathy, and problem-solving skills. Willingness to work shifts, weekends (as required), and adapt to a fast-paced healthcare environment.
Job Type: Full-time

Pay: AED3,500.00 - AED4,500.00 per month