Client Services Specialist

Dr. Sulaiman Al Habib Medical Group; Riyadh; On-site; SAR 30,000 - 60,000; Full time

Job summary

An established industry player is looking for a dedicated individual to manage patient inquiries and appointments effectively. In this role, you will be responsible for handling a high volume of calls, ensuring patients receive timely assistance with their appointments, and maintaining quality assurance through effective communication. You will also support the team by preparing reports and guiding new staff. If you are passionate about providing excellent customer service and enhancing patient experiences, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in handling patient inquiries and appointment management.
• Strong customer service and communication skills are essential.

Responsibilities

• Manage patient appointments including booking, confirmation, and cancellations.
• Prepare daily reports and handle patient complaints effectively.

Skills

Customer Service

Telephone Etiquette

Communication Skills

Education

Bachelor's Degree

Certification in English Language

Job description

Assume responsibility in handling patient and high and complex volume of inquiries, booking, confirmation, reschedule & cancellation of appointment through phone calls.

Key Responsibilities / Accountabilities

• Appointment:
  • Handle patient appointment (book, confirm, cancel & reschedule).
  • Handle telephone inquiries.
• RCO:
  • Send call request through the system to be able to view by concerned doctors in order to provide immediate action.
  • Email their Supervisors if call request is sent more than once to the doctor.
  • Prepare Daily & Weekly RCO Report and send to Call Center Supervisors.
• Reschedule/Cancellation:
  • Make a return call after receiving feedback from patients through IVR system for rescheduling.
  • Inform patients through phone call if there is a closure of doctor s clinic in a particular day and provide them options to reschedule or transfer to other doctors or clinic timings.
• Quality Assurance:
  • Receive patients complaint and raise it to concerned department through Continuity Of Care (COC) system.
  • Prepare Daily COC Report and send to Call Center Supervisors.
• Other Responsibilities:
  • Cover other staff if there is a shortage of staff in a particular section due to huge number of calls.
  • Adhere to HMG policy and procedures.
  • Follow delegated lines of authority, maintains ongoing effective and proper communication with the superior and colleagues.
  • Guide and orient new staff.
  • Support the supervisor in administrative tasks.
  • Participates in person-centered care initiatives undertaken by HMG.
  • Enriches patient experience with compassion, respect and dignity.
  • Perform other applicable tasks and duties assigned within the realm of her/his knowledge, skills and abilities.

Education/ Professional Qualification

• Bachelor, preferably having certification in English Language Certificate or Telephone Etiquette and Customer Service.

Experience

• Two years experience in the same field.