Call Center Supervisor

NMC; Dubai; On-site; AED 44,640 - 78,120; Full time

Job summary

NMC Dubai seeks a patient service representative to be the first point of contact for patients calling the hospital, delivering exceptional customer service and coordinating tasks efficiently.

Responsibilities include answering calls, assisting with appointments, confirming insurance details, and routing inquiries to the right healthcare staff, all while maintaining professional etiquette and meeting KPI targets to enhance patient experience.

Qualifications

• Experience in clinical or hospital patient-facing roles is preferred.
• Ability to handle high call volumes with professionalism.
• Strong communication and interpersonal skills.

Responsibilities

• Answer incoming calls and manage multiple lines with courtesy.
• Assist patients with scheduling appointments and information requests.
• Confirm insurance details and route calls to the appropriate staff.
• Maintain excellent telephone etiquette and professional conduct.
• Support KPI targets and contribute to patient experience improvements.

Skills

Telephone etiquette

Patient service

Multitasking

Job description

You will be the first point of contact for our patients, providing them with exceptional customer service and support. Ensuring calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the patient.

Answering incoming calls, managing multiple lines simultaneously, and help patients with various tasks. Those may include scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel.

Responsibilities

• Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
• Maintaining the departmental KPI’s.
• Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.
• Responsible for attending to all the incoming patient calls promptly, without delay.
• Ensures call backs are completed in a timely manner.