Patient Experience Call Center Specialist

NMC GROUP SERVICES.; Dubai; On-site; AED 50,000 - 78,000; Full time

Job summary

NMC Group Services in Dubai is seeking a proactive contact center agent to handle patient calls with courtesy and professionalism. You will manage appointment bookings, respond to inquiries about hospital services, and contribute to maintaining KPI targets while ensuring excellent patient experience.

You will liaise with supervisors and department heads, handle multiple calls, escalate issues when needed, and participate in in-house training.

Qualifications

• Excellent telephone etiquette and professionalism
• Strong communication and interpersonal skills
• Ability to maintain KPI targets and improve patient experience
• Multitasking and managing high call volumes
• Proficient in appointment management and patient scheduling
• Handling difficult patients calmly and professionally
• Team collaboration and adherence to hospital policies
• Knowledge of call center processes and escalation procedures
• Maintaining patient confidentiality and data protection

Responsibilities

• Attend patient calls with courtesy and professionalism
• Maintain departmental KPI targets and improve patient experience
• Liaise with supervisor and HOD to enhance KPIs
• Handle incoming calls promptly and ensure timely callbacks
• Manage appointment bookings and respond to service inquiries
• Provide feedback on services and communicate complaints to the relevant department
• Handle patient interactions calmly and escalate as needed
• Maintain average handling time while ensuring caller satisfaction
• Promote hospital services to patients
• Follow shift schedules and infection control and quality policies
• Participate in in-house training programs
• Maintain confidentiality of patient information
• Manage calendar for doctors and update notes
• No shows, cancellations, and rescheduling management

Job description

NMC Group Services in Dubai is seeking a proactive contact center agent to handle patient calls with courtesy and professionalism. You will manage appointment bookings, respond to inquiries about hospital services, and contribute to maintaining KPI targets while ensuring excellent patient experience.

You will liaise with supervisors and department heads, handle multiple calls, escalate issues when needed, and participate in in-house training.