Call Center & Operations Executive – Healthcare & Medical Services

We are seeking a highly organized and customer-focused Call Center & Operations Executive to support our healthcare and medical service operations. This role is critical in ensuring smooth coordination between patients, clients, and clinical teams while maintaining high standards of service delivery across emergency, home care, and event medical services.

Key ResponsibilitiesPatient & Client Coordination

• Handle inbound and outbound calls, emails, and messages from patients, clients, and partners.
• Provide accurate information on medical services, ambulance bookings, home healthcare, and event medical support.
• Address inquiries, service requests, and complaints in a professional and timely manner.

Operations & Dispatch Coordination

• Schedule and dispatch ambulances and medical staff including Doctors, Nurses, EMTs, and Paramedics.
• Monitor real-time operations to ensure prompt response to emergency and non-emergency cases.
• Coordinate with hospitals, clinics, and event organizers for patient transfers and on-site medical coverage.

Documentation & Reporting

• Maintain accurate records of calls, bookings, patient information, and operational activities.
• Prepare daily, weekly, and monthly operational reports for management review.
• Ensure compliance with UAE healthcare regulations and internal company protocols.

Team Support & Collaboration

• Assist operations team with resource planning, staff scheduling, and shift coordination.
• Support training and onboarding of new staff on call handling procedures and operational workflows.
• Coordinate with marketing and sales teams for event medical services and client follow-ups.

Quality Assurance & Compliance

• Monitor service quality and ensure adherence to EMAHS standards of patient care and customer service.
• Identify workflow gaps and recommend improvements to enhance efficiency and patient experience.

Skills & Qualifications

• Excellent verbal and written communication skills.
• Ability to work under pressure and manage emergency situations calmly.
• Basic knowledge of healthcare operations, ambulance services, or medical terminology is an advantage.
• Proficiency in MS Office, CRM systems, and call center software.
• Strong organizational and multitasking abilities.

Job Types: Full-time, Permanent