Client Services Specialist

Dr. Sulaiman Al Habib Medical Group; Saudi Arabia; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading medical institution in Saudi Arabia seeks an experienced professional to manage patient appointments, handle inquiries, and provide quality assurance support. Ideal candidates will have a Bachelor's degree, two years of relevant experience, and strong skills in call center operations. This role offers the opportunity to enhance patient experience through effective communication and service.

Qualifications

• Must have two years experience in the same field.
• Certification in English language or customer service preferred.

Responsibilities

• Handle patient appointments (booking, confirming, cancelling, rescheduling).
• Respond to telephone inquiries regarding appointments.
• Prepare Daily & Weekly RCO reports for Call Center Supervisors.
• Manage patient complaints through the Continuity Of Care system.
• Support administrative tasks and guide new staff.

Skills

Data gathering & assessment

Data management & record keeping

Call center operations

Education

Bachelor's degree with certification in English Language or Telephone Etiquette

Job description

Job Purpose / Objective

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.

Professional Licensing / Certification / Training

• N/A

Skills

Data gathering & assessment, data management & record keeping, call center operations.