Call Center Representative

My Clinic KSA; Jeddah; On-site; SAR 30,000 - 40,000; Full time

Job summary

A leading outpatient care provider in Saudi Arabia is seeking a Contact Center Coordinator to manage inbound and outbound patient calls. The role focuses on providing excellent service, including appointment booking and handling inquiries. The ideal candidate will possess strong communication skills and a commitment to maintaining patient confidentiality. Previous experience in a call center is preferred. Join a dynamic team dedicated to enhancing patient experience and advancing healthcare delivery.

Qualifications

• High school diploma required; diploma or bachelor's preferred.
• Experience in a call center or customer service preferred.

Responsibilities

• Answer incoming patient calls professionally and courteously.
• Make outbound calls to confirm or reschedule appointments.
• Accurately book appointments in the system.
• Record relevant information during or after each call.
• Handle patient complaints according to procedures.

Skills

Strong verbal communication

Interpersonal skills

Proficiency in Arabic

Time management

Education

High school diploma

Diploma or bachelor's degree

Tools

Computer systems

Appointment scheduling tools

Job description

Join My Clinic, the leading multispecialty outpatient care provider in Saudi Arabia, where our mission to help people live longer, healthier, and happier lives drives everything we do. Since 2017, we've been at the forefront of healthcare, combining innovation with a deep commitment to care, collaboration, ambition, and responsibility. As we continue to grow and reach new heights, we're looking for passionate individuals who share our vision and values.

Job Summary

The Contact Center Coordinator is responsible for handling inbound and outbound calls with patients, supporting them with appointment booking, service information, and general inquiries. The role requires excellent communication skills, professionalism, and a commitment to providing a smooth and positive patient experience over the phone.

Primary Responsibilities

1. Answer incoming patient calls (inbound) in a professional and courteous manner.
2. Make outbound calls to confirm, reschedule, or follow up on appointments and services.
3. Accurately book appointments in the system based on clinic policies and medical guidelines.
4. Record all relevant information and notes in the system during or after each call.
5. Handle patient complaints or forward them to the appropriate teams as per standard procedures. Follow approved call scripts and adhere to service quality standards.
6. Meet daily performance targets such as call volume, average handling time, and satisfaction scores.
7. Maintain patient confidentiality and comply with data privacy standards.
8. The employee may be assigned additional tasks within their scope of work based on business needs and may be reassigned across units or teams within the center as required.

Education / Professional Qualifications

• High school diploma required (Diploma or bachelor's degree is preferred).
• Previous experience in a call center or customer service environment is preferred.

Experts & Skills

1. Strong verbal communication and interpersonal skills.
2. Proficiency in spoken and written Arabic; English is preferred.
3. Ability to use computer systems and appointment scheduling tools.
4. Ability to work under pressure and manage multiple tasks.
5. High level of commitment, accuracy, and time management