Patient Experience Call Center Lead

NMC Healthcare; Dubai; On-site; AED 60,000 - 96,000; Full time

Job summary

NMC Healthcare is seeking a dedicated patient services representative to be the first point of contact for our patients in Dubai. You will handle high volumes of patient calls, schedule appointments, provide information on services, and ensure a courteous, efficient experience consistent with NMC Healthcare standards.

Responsibilities include maintaining call center KPIs, routing calls to appropriate departments, and supporting the patient journey from inquiry to appointment, while upholding

Qualifications

• Bachelor's degree in any discipline; healthcare experience in UAE is a plus.
• Strong customer-service orientation with hospital call-center exposure.
• Ability to handle high call volumes with professional demeanor.

Responsibilities

• Answer incoming calls, manage multiple lines, schedule appointments, and provide information on hospital services.
• Maintain excellent telephone etiquette and professional conduct at all times.
• Monitor KPIs and liaise with supervisors to improve patient experience.
• Assist in booking appointments and handling enquiries related to hospital services.
• Collect and relay feedback, manage complaints, and coordinate with departments.

Skills

Customer service

Telephone etiquette

Communication

Multitasking

Appointment scheduling

Call routing

Patient support

Education

Bachelor’s Degree

Tools

Okadoc

NMC website

Job description

NMC Healthcare is seeking a dedicated patient services representative to be the first point of contact for our patients in Dubai. You will handle high volumes of patient calls, schedule appointments, provide information on services, and ensure a courteous, efficient experience consistent with NMC Healthcare standards.

Responsibilities include maintaining call center KPIs, routing calls to appropriate departments, and supporting the patient journey from inquiry to appointment, while upholding