Call Center Agent

About the role

Provides telephonic scheduling for patients calling American Hospital Dubai, coordinating appointments and supporting clinic operations to meet strategic goals.

Key responsibilities

• Answer patient inquiries, guide callers to the appropriate clinic, and schedule appointments using the iConnect system.
• Monitor call quality, agent productivity, and real‑time display screens to maintain service targets.
• Assign breaks, track attendance, and generate daily performance reports for call‑center agents.
• Confirm appointments via SMS or phone, manage rescheduling, cancellations, and over‑booking according to clinic policies.
• Ensure patient records are ready for appointments by coordinating with Medical Records.
• Provide basic insurance information and maintain up‑to‑date knowledge of hospital services, prices, and operating hours.

Required profile

• High school graduate.
• Excellent English and Arabic verbal and written communication skills.
• Basic computer literacy and familiarity with customer‑service principles.
• Exposure to medical terminology or a medical environment.
• Previous call‑center or operator experience is preferable.

Required skills

• Proficiency with the iConnect scheduling system.
• Experience using a call‑recording system.