Call Center Agent

Royal Health Group AE; United Arab Emirates; On-site; AED 66,960 - 111,600; Full time

Job summary

Royal Health Group AE in the United Arab Emirates is seeking a candidate to handle customer interactions and manage appointment scheduling within the hospital. This role requires effective communication and coordination to ensure patient satisfaction and smooth operations.

The ideal candidate should have experience in customer service, with the ability to support patients in both Arabic and English. Responsibilities include resolving complaints and maintaining accurate records.

Responsibilities

• Answer inbound calls and respond to customer inquiries related to the hospital’s services.
• Manage and schedule appointments for patients with various departments.
• Provide callers with information about the hospital’s services, location, and visiting hours.
• Assist in coordinating patient visits, including follow-up appointments.
• Address and resolve customer complaints or concerns efficiently.
• Maintain accurate records of all interactions in the hospital’s CRM system.
• Communicate effectively with hospital staff for patient flow.
• Conduct follow-up calls to patients as required.
• Provide support in multiple languages (Arabic, English).

Job description

Job Responsibilities

• Customer Interaction: Answer inbound calls and respond to customer inquiries related to the hospital’s services, appointments, and patient care.
• Appointment Scheduling: Manage and schedule appointments for patients with various departments, ensuring that all necessary information is accurately recorded.
• Information Provision: Provide callers with detailed information about the hospital’s services, location, visiting hours, and other general inquiries.
• Patient Coordination: Assist in coordinating patient visits, including follow-up appointments and any special arrangements needed for rehabilitation services.
• Issue Resolution: Address and resolve customer complaints or concerns efficiently, escalating issues to the appropriate department when necessary.
• Data Entry: Maintain accurate records of all interactions in the hospital’s CRM system, ensuring that all patient information is up to date.
• Communication: Communicate effectively with hospital staff to ensure smooth patient flow and coordination between departments.
• Follow-Up: Conduct follow-up calls to patients as required to confirm appointments, collect feedback, and provide additional information or assistance.
• Multilingual Support: Provide support in multiple languages (Arabic, English) to accommodate the diverse patient base.