Arabic Speaker - Call Center Agent

• Handle inbound and outbound calls professionally while providing accurate information and assistance to patients, customers, and stakeholders.

• Schedule, reschedule, confirm, and cancel patient appointments in accordance with healthcare procedures and availability.

• Respond to patient inquiries regarding services, clinic locations, operating hours, physicians, and healthcare programs.

• Provide exceptional customer service while maintaining empathy, professionalism, and confidentiality during all interactions.

• Accurately document patient interactions, requests, complaints, and service details within the designated healthcare systems.

• Verify patient information and update records to ensure accuracy and completeness.

• Follow established call handling procedures, scripts, and service protocols to maintain quality standards.

• Address patient concerns and complaints efficiently, escalating complex issues to supervisors or relevant departments when necessary.

• Coordinate with medical, administrative, and support departments to facilitate timely resolution of patient requests.

• Maintain compliance with healthcare regulations, data protection requirements, and patient confidentiality standards.

• Process referrals, service requests, and follow-up actions in accordance with organizational policies.

• Conduct outbound calls for appointment reminders, follow-ups, patient satisfaction surveys, and healthcare campaigns.

• Assist patients in navigating healthcare services and provide guidance on available resources and procedures.

• Achieve individual performance targets related to call quality, productivity, attendance, and customer satisfaction.

• Manage multiple tasks simultaneously while maintaining accuracy and efficiency in a fast-paced environment.

• Monitor and respond to emails, chat inquiries, and other communication channels as assigned.

• Ensure accurate and timely escalation of urgent cases, patient complaints, and service-related issues.

• Maintain detailed knowledge of healthcare services, policies, procedures, and system updates.

• Support patient registration processes and assist with information verification when required.

• Participate in training programs, coaching sessions, and continuous improvement initiatives.

• Adhere to work schedules, attendance requirements, and service level agreements (SLAs).

• Maintain a positive and patient-focused approach when handling sensitive or challenging situations.

• Contribute to team objectives by supporting colleagues and sharing knowledge when needed.

• Generate and maintain accurate records and reports related to daily activities and patient interactions.

• Promote high levels of patient satisfaction through effective communication, problem-solving, and timely service delivery.

Pay: QAR1.00 per month

Experience:

• Healthcare - Call Center: 2 years (Required)

Language:

• Arabic (Required)

Work Location: In person