Call Center Agent – Dental Facility

Job Overview

Dr. Firas Dental & Orthodontic Center is currently looking for a professional and customer-focused Call Center Agent to join our team in Abu Dhabi. The successful candidate will handle patient communications, appointment scheduling, and inquiries, ensuring excellent service and efficient coordination across clinic branches.

This role plays a key part in enhancing patient experience, supporting clinic operations, and maintaining professional communication standards within the organization.

Key Responsibilities

Patient Communication & Appointment Handling

• Answer incoming patient calls professionally and efficiently.
• Schedule, reschedule, and confirm patient appointments.
• Conduct appointment reminder calls to reduce no-shows.
• Provide information about clinic services, doctor availability, and operating hours.
• Escalate patient complaints or concerns to supervisors when necessary.

System & Patient Data Management

• Accurately update patient records in the clinic management system.
• Document call outcomes, cancellations, and feedback.
• Maintain strict confidentiality of patient information.

Insurance & Coordination Support

• Coordinate with the insurance department regarding patient eligibility and approvals.
• Collect patient insurance information prior to appointments.
• Direct billing or coverage inquiries to the appropriate department.

Interdepartmental Coordination

• Communicate with reception teams, nurses, and doctors regarding appointment schedules.
• Notify relevant departments regarding cancellations or patient delays.
• Support branch operations during busy clinic hours.

Service Quality & Compliance

• Maintain professional telephone etiquette at all times.
• Follow clinic SOPs, service standards, and quality guidelines.
• Meet KPIs related to call handling, appointment conversion, and patient satisfaction.
• Comply with UAE healthcare regulations and data protection policies.

Requirements

Education

• High School Diploma or equivalent (required)
• Bachelor’s degree is an advantage

Experience

• Minimum 2 years experience as a Call Center Agent, Receptionist, or Customer Service Representative
• Experience in healthcare or dental facilities is preferred

Skills

• Fluent in Arabic and English (required)
• Strong communication and listening skills
• Experience using patient management systems or EMR
• Good telephone handling skills
• Knowledge of Dok32 system is an advantage

Preferred Skills

• Experience working in a dental or medical facility
• Ability to handle multiple tasks in a fast-paced environment
• Strong organization and time management skills
• Compassionate and patient-focused communication style

Why Join Us?

At Dr. Firas Dental & Orthodontic Center, we are committed to delivering high-quality dental care and exceptional patient service. Our team values professionalism, teamwork, and continuous improvement in delivering outstanding healthcare experiences.

Job Type: Full-time

Ability to commute/relocate:

• Abu Dhabi: Reliably commute or planning to relocate before starting work (Preferred)