Call Center Representative – Healthcare

About the role

Royal Health Al Salam Specialized Hospital in Abu Dhabi is looking for a dedicated and empathetic Call Center Representative to join its healthcare team. The representative is the first point of contact for patients and clients, handling inquiries, scheduling appointments, resolving issues and ensuring a positive patient experience. The role requires excellent communication skills, attention to detail and knowledge of healthcare processes and confidentiality (HIPAA compliance).

Key responsibilities

• Answer incoming calls from patients, providers and insurance companies in a timely and professional manner.
• Schedule, reschedule and cancel appointments using the internal healthcare system (e.g. Epic, Cerner).
• Provide information on services, procedures and insurance coverage.
• Handle patient inquiries about billing, referrals and test results while maintaining confidentiality.
• Escalate complex issues to the appropriate department or supervisor.
• Document all interactions accurately in the CRM or EMR system.
• Meet quality assurance and performance standards such as call handling time and resolution rate.
• Take part in training and continuous improvement initiatives.

Required profile

• High school diploma or equivalent; associate's degree preferred.
• 1-2 years of experience in a call center or customer service role; healthcare experience is a plus.
• Fluent English, with an advantage in spoken and written Arabic.

Required skills

• Familiarity with EMR systems (Epic, Cerner, Meditech, etc.) is advantageous.
• Excellent verbal and written communication, strong listening and problem-solving abilities.
• Ability to multitask in a fast-paced environment.
• Knowledge of medical terminology and healthcare processes is a plus.