Call Center Executive – Patient Support

About the role

The Call Center Executive will be the first point of contact for patients calling Sunny Medical Center Al Nahda. You will deliver courteous, prompt service, handling inbound calls, scheduling appointments, providing information on services, and routing calls to the appropriate clinical staff.

Key responsibilities

• Answer incoming calls on a multi‑line switchboard, manage several lines simultaneously and ensure timely call‑backs.
• Schedule and confirm patient appointments, manage cancellations, rescheduling and no‑show handling.
• Provide accurate information about healthcare services, insurance verification and hospital policies.
• Maintain excellent telephone etiquette, clear communication and a pleasant tone at all times.
• Collect patient feedback, record complaints and forward them to the relevant department.
• Escalate difficult situations to supervisors while remaining calm and professional.
• Adhere to NMC regulations, infection‑control policies and JCI standards.
• Support quality‑improvement initiatives and participate in in‑house training.

Required profile

• Minimum 1 year experience in a patient‑focused contact centre or similar environment.
• Strong ability to multitask and manage high call volumes.
• Excellent interpersonal skills and a customer‑service mindset.
• Commitment to confidentiality and professional conduct.

Required skills

• Proficiency with a multi‑line switchboard system.