Call Center Agent

About the role

The Call Center Agent will handle inbound patient calls, schedule appointments, and guide callers to the appropriate clinic within American Hospital Dubai. The role supports clinic operations and ensures a smooth patient experience.

Key responsibilities

• Answer calls courteously, maintain telephone etiquette, and direct patients to the correct physician or clinic.
• Schedule, modify, confirm, cancel or reschedule appointments in the iConnect system following clinic guidelines.
• Provide patients with physician credentials, insurance information, and pre‑appointment instructions.
• Transfer calls to Call Centre Nurses when needed and avoid giving medical advice.
• Prepare and send electronic telephone messages, SMS reminders and follow‑up calls.
• Maintain accurate patient records, ensure charts are available, and keep the work area clean and safe.

Required profile

• High school graduate.
• Knowledge of basic customer service principles and medical terminology.
• Familiarity with call centre procedures and ability to work in a bilingual environment (English and Arabic).
• Ability to prioritize tasks, follow chain of command and handle incident reporting.

Required skills

• Proficiency with iConnect scheduling software.
• Basic computer literacy (email, data entry, office applications).
• Strong verbal and written communication in English and Arabic.