Contact Center Agent

Fakeeh Care Group; Dubai; On-site; AED 56,000 - 89,000; Full time

Job summary

Fakeeh Care Group is seeking a customer service professional to support the outpatient department. You will handle inbound and outbound calls, emails, and chats, verify and update patient information, and assist with appointment scheduling and related inquiries in a healthcare setting.

The role involves maintaining service levels, addressing patient needs, and coordinating with medical staff to minimize waiting times. Previous call center experience in healthcare is preferred.

Qualifications

• Experience in a customer service or call center environment (0–2 years).
• Healthcare or medical services background is a plus.

Responsibilities

• Handles inbound/outbound calls, emails, live chats, surveys, telesales, and other communications.
• Ensures timely responses and resolves inquiries with advice and solutions.
• Updates patient/customer information in the system and documents call details.
• Schedules appointments accurately and coordinates with medical staff for bookings.
• Escalates complex issues to senior colleagues and tracks KPIs.
• Prepares reports on scheduling trends and patient feedback for service improvements.

Job description

KEY RESPONSIBILITIES AND DUTIES

• Handles inbound and outbound calls emails live chats surveys telesales telemarketing activities and other required forms of communication
• Answers calls within the specified time frame based on business needs
• Updates customer information in the system for both new and existing customers documenting all call details according to standard operating procedures
• Follows up with customers as needed e g call backs
• Builds customer interest in services and products including upselling when appropriate
• Responds to customer inquiries and complaints accurately and within a specified time frame offering advice and solutions for issues
• Achieves the requested KPIs Key Performance Indicators monthly
• Ensures accurate appointment scheduling by confirming dates times and other details with customers to minimize errors and miscommunication
• Assists customers with general information regarding services policies and procedures to guide them effectively
• Coordinates with other departments to ensure smooth patient flow and timely bookings
• Escalates complex issues or complaints to senior team members as needed ensuring that problems are addressed promptly and effectively
• Prepares reports and updates on appointment scheduling booking trends and customer feedback to support ongoing improvements in service delivery
• Responsible for entering OPD doctors schedules in the system
• Reviews the daily Outpatient Clinic schedule to ensure accuracy and availability
• Responsible for applying cancellation sick leave or any changes in the outpatient clinic schedule sheet provided by the Outpatient Director or sent through internal mail
• Checks physicians leaves to ensure that clinics are closed during the period of their absence
• Informs the Medical Records unit if there s any duplication in the Medical Record
• Performs all call center functions to cover any shortage in the OPD bookings
• Responds to customers inquiries and complaints accurately and within a certain time frame
• Coordinates with medical staff and other departments to ensure that all scheduling conflicts or issues are resolved promptly
• Monitors and tracks patient appointments to ensure efficient clinic flow and minimize patient waiting times
• Assists patients with appointment rescheduling or cancellations providing alternative options if needed
• Provides support to patients and families by giving clear directions to the OPD facilities and assisting with any appointment-related questions

Other duties as assigned within the scope of the job

• Responsible for entering OPD doctors schedules in the system
• Reviews the daily Outpatient Clinic schedule to ensure accuracy and availability
• Responsible for applying cancellation sick leave or any changes in the outpatient clinic schedule sheet provided by the Outpatient Director or sent through internal mail
• Checks physicians leaves to ensure that clinics are closed during the period of their absence
• Informs the Medical Records unit if there s any duplication in the Medical Record
• Performs all call center functions to cover any shortage in the OPD bookings
• Responds to customers inquiries and complaints accurately and within a certain time frame
• Coordinates with medical staff and other departments to ensure that all scheduling conflicts or issues are resolved promptly
• Monitors and tracks patient appointments to ensure efficient clinic flow and minimize patient waiting times
• Assists patients with appointment rescheduling or cancellations providing alternative options if needed
• Provides support to patients and families by giving clear directions to the OPD facilities and assisting with any appointment-related questions

Experience:0 – 2 Experience in a customer service or call center environment, preferably within healthcare or medical services.

COMPETENCIES

Adaptability & ResilienceAccountability & Role Understanding with Accreditation KnowledgeTeamwork and Relationship Building with Cultural AlignmentTalent Management and DevelopmentCompassionate and Effective Communication