Call Center Agent

iiqaf Group; Riyadh; On-site; SAR 56,000 - 67,000; Full time

Benefits offered by this job

Competitive salary

Medical insurance

Paid annual leave

Employment visa support

End-of-service benefits

Professional training and development

Career growth opportunities

Supportive and multicultural working环境

Job summary

IIQAF Group is seeking a professional and customer-focused Call Center Agent to join our healthcare operations in Riyadh. The Call Center Agent will handle inbound and outbound calls, respond to patient and customer inquiries, schedule appointments, provide accurate healthcare-related information, and coordinate with hospital and clinic departments to ensure a smooth patient experience.

The position requires a high school diploma or equivalent; healthcare or patient service experience is

Qualifications

• High school diploma or equivalent; higher education is an advantage.
• Previous experience as a Call Center Agent or related role.
• Healthcare, hospital, or patient service experience is preferred.
• Experience handling high-volume inbound/outbound calls.
• Ability to stay calm and professional with difficult customers.
• Strong attention to detail and accuracy.
• Multitasking across multiple calls and requests.
• Willingness to work in a fast-paced hospital environment.
• Shifts including weekends and public holidays may be required.

Responsibilities

• Handle inbound and outbound calls from patients and customers.
• Respond to inquiries about appointments, services, departments and doctors.
• Schedule, confirm, reschedule, and cancel patient appointments accurately.
• Provide information about healthcare services and procedures.
• Register and update patient information in systems.
• Verify patient details and appointment information.
• Follow up on appointments and service requests.
• Document complaints and ensure appropriate follow-up.
• Participate in quality monitoring and training activities.
• Maintain accurate daily reports and call center records.
• Adhere to hospital policies and professional standards.
• Work rotating shifts, weekends, holidays, or extended hours as required.

Education

High school diploma or equivalent

Diploma/degree in Healthcare Administration

Customer Service experience

Job description

Company: IIQAF Group
Location: Riyadh, Saudi Arabia
Industry: Hospital / Health Care
Employment Type: Full-Time
Salary: SAR 5,000 – SAR 6,000 per month

Job Summary

IIQAF Group is seeking a professional and customer-focused Call Center Agent to join our healthcare operations in Riyadh. The Call Center Agent will handle inbound and outbound calls, respond to patient and customer inquiries, schedule appointments, provide accurate healthcare-related information, and coordinate with hospital and clinic departments to ensure a smooth patient experience.

Key Responsibilities

• Handle inbound and outbound calls from patients, customers, visitors, and healthcare service users.
• Respond professionally to inquiries regarding appointments, hospital services, departments, doctors, and general healthcare information.
• Schedule, confirm, reschedule, and cancel patient appointments accurately.
• Provide clear and professional information about available healthcare services and procedures.
• Register and update patient information in hospital or clinic systems.
• Verify patient names, contact details, appointment information, and other required records.
• Conduct follow-up calls for appointments, service requests, feedback, and other approved healthcare communication.
• Document complaints and service issues and ensure appropriate follow-up.
• Participate in quality monitoring, call evaluations, training, and customer service improvement activities.
• Maintain accurate daily reports and call center records.
• Follow hospital policies, procedures, workplace safety requirements, and professional standards.
• Work effectively during rotating shifts, weekends, holidays, or extended hours when required.

Required Qualifications

• High school diploma or equivalent; diploma or degree in Healthcare Administration, Business Administration, Customer Service, Communications, or a related field is an advantage.
• Previous experience as a Call Center Agent, Contact Center Agent, Customer Service Representative, Customer Care Executive, or Patient Services Representative.
• Healthcare, hospital, clinic, medical center, insurance, or patient service experience is preferred.
• Experience handling high-volume inbound and outbound telephone calls.
• Ability to remain calm and professional when handling difficult or emotional customers.
• Strong attention to detail and accuracy.
• Ability to multitask and manage multiple calls and customer requests.
• Willingness to work in a fast-paced hospital or healthcare environment.
• Flexible to work shifts, weekends, and public holidays as required.

Required Skills

• Quality Assurance
• Call Quality
• Customer Satisfaction
• Problem Solving
• Multitasking
• Time Management
• Attention to Detail
• Teamwork
• Professionalism

Benefits

• Competitive salary
• Medical insurance
• Paid annual leave
• Employment visa and work authorization support according to applicable Saudi regulations
• End-of-service benefits according to applicable Saudi labour regulations
• Professional training and development opportunities
• Career growth opportunities
• Supportive and multicultural working environment
• Employee benefits according to company policy