Patient Care Call Center Specialist

NMC Healthcare; Abu Dhabi; On-site; AED 72,000 - 108,000; Full time

Job summary

NMC Healthcare in Abu Dhabi seeks a customer-focused call center agent to provide exceptional service to patients by answering calls, scheduling appointments, and guiding them through hospital services. You will ensure professional, polite communication and efficient handling of inquiries while maintaining high patient satisfaction.

You will manage multi-line calls, update patient information, and escalate issues as needed, contributing to a positive patient experience and smooth clinic

Qualifications

• Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.

Responsibilities

• Maintain excellent telephone etiquette and professionalism while attending patient calls.
• Liaise with supervisor and HOD to improve KPI’s and patient experience.
• Answer and manage incoming patient calls promptly and without delay.
• Ensure callbacks are completed in a timely manner.
• Maintain clarity in communication and pleasant tone of voice at all times.
• Familiar with call hold, transfer, message receipt and callbacks per guidelines.
• Assist patients to create a good impression and resolve queries.
• Maintain a good average handling time while ensuring caller satisfaction.
• Book appointments and clarify enquiries related to hospital services.
• Collect and communicate feedback to the appropriate department regarding complaints.
• Handle difficult patients calmly and escalate when needed.
• Multitask and manage call volumes per process flow.
• Promote hospital services to patients.
• Follow shift timings as assigned by team lead/supervisor.

Skills

Customer service

Telephone etiquette

Communication skills

Multitasking

Attention to detail

Job description

NMC Healthcare in Abu Dhabi seeks a customer-focused call center agent to provide exceptional service to patients by answering calls, scheduling appointments, and guiding them through hospital services. You will ensure professional, polite communication and efficient handling of inquiries while maintaining high patient satisfaction.

You will manage multi-line calls, update patient information, and escalate issues as needed, contributing to a positive patient experience and smooth clinic