Patient Experience Officer

Royal Health Group AE; United Arab Emirates; On-site; AED 40,000 - 60,000; Full time

Job summary

Royal Health Group AE in the United Arab Emirates is seeking a customer service representative to handle inbound calls, manage appointments, and support patients effectively.

The role involves providing information about hospital services, resolving customer inquiries, and maintaining accurate records. Proficiency in Arabic and English is required to cater to a diverse patient base.

Responsibilities

• Answer inbound calls and respond to customer inquiries related to the hospital's services.
• Manage and schedule appointments for patients with various departments.
• Provide detailed information about the hospital's services and location.
• Assist in coordinating patient visits and follow-up appointments.
• Address and resolve customer complaints efficiently.
• Maintain accurate records of all interactions in the CRM system.
• Communicate effectively with hospital staff for smooth patient flow.
• Conduct follow-up calls to confirm appointments and collect feedback.
• Provide support in multiple languages, e.g., Arabic, English.

Job description

Job Responsibilities

• Answer inbound calls and respond to customer inquiries related to the hospital's services, appointments, and patient care.
• Manage and schedule appointments for patients with various departments ensuring that all necessary information is accurately recorded.
• Provide callers with detailed information about the hospital's services, location, visiting hours, and other general inquiries.
• Assist in coordinating patient visits including follow-up appointments and any special arrangements needed for rehabilitation services.
• Address and resolve customer complaints or concerns efficiently, escalating issues to the appropriate department when necessary.
• Maintain accurate records of all interactions in the hospital's CRM system ensuring that all patient information is up to date.
• Communicate effectively with hospital staff to ensure smooth patient flow and coordination between departments.
• Conduct follow-up calls to patients as required to confirm appointments, collect feedback, and provide additional information or assistance.
• Provide support in multiple languages, e.g. Arabic, English, to accommodate the diverse patient base.