Call Centre Representative - Healthcare

Fujairah Confidential; Fujairah; On-site; AED 39,000 - 61,000; Full time

Job summary

Fujairah Confidential is seeking a motivated Call Centre Representative to join our healthcare team in Fujairah. You will be the first point of contact for patients, delivering warm, empathetic service while answering inquiries, guiding patients to the right departments, and upselling premium health packages where appropriate.

The role requires English and Arabic fluency, strong IT skills, familiarity with medical terminology, and at least 1 year in a customer-service or healthcare setting.

Qualifications

• Associate or bachelor’s degree preferred.
• Minimum 1 year of customer service or call centre experience (healthcare preferred).
• Knowledge of medical terminology and office procedures desirable.
• Proficiency in MS Office and databases; strong IT and organizational skills.

Responsibilities

• Handle inbound calls and inquiries as the first point of contact for patients.
• Anticipate patient needs, build trust, and guide callers to the correct medical departments.
• Upsell premium health packages or wellness services where appropriate.
• Manage appointments and follow-ups, and update patient records accurately.

Skills

Customer service

Communication

Product knowledge

Phone skills

Problem solving

Education

Associate or Bachelor's degree

Tools

MS Office

Databases

Job description

Job Description:

1. Job Summary

We are looking for a motivated and empathetic Call Centre Representative to join our healthcare team. In this role, you will be the first point of contact for our patients. You must possess warm, kind, and highly effective communication skills. You will anticipate patient needs, build trust, attract new patients, and confidently upsell premium services or wellness packages to help grow our facility.

2. Responsibilities

• First Contact & Inquiries: Act as the warm and welcoming voice of the facility. Answer inbound calls, handle patient inquiries, and provide accurate details about doctors and specialties.
• Anticipate Patient Needs: Listen carefully to patients to proactively understand their worries, offer solutions, and guide them to the right medical departments.
• Patient Attraction & Lead Generation: Use persuasive communication to attract inquiring callers to choose our facility, successfully converting general inquiries into confirmed bookings.
• Upselling Services: Identify opportunities during calls to offer premium health packages, specialized treatments, or routine check-ups that match the patient's healthcare goals.
• Appointment Management & Follow-ups: Schedule, change, and cancel medical appointments. Conduct outbound follow-up calls for appointment reminders and post-consultation check-ins.
• Database Updates: Collect and update accurate personal info, contact details, and insurance parameters in the patient database.

3. Requirements & Qualifications

Education

• Associate or bachelor's degree preferred

Experience

• Minimum 1 year of customer service or call centre experience (healthcare, clinic, or hospital experience is preferred)

Required Skills & Knowledge

• Knowledge of medical terminology, office procedures and regulations
• Knowledge of MS Office and databases
• Strong IT and organizational skills

Required Competencies & Abilities

• Effective Customer Service Skills
• Product Knowledge
• Communicate Effectively
• Phone Skills
• Problem Solving

Languages

• Must be fluent in both English and Arabic