Call Center Representative (Jeddah)

About My Clinic

Join My Clinic, the premier multispecialty outpatient care provider in Saudi Arabia, where our mission to empower individuals to live longer, healthier, and happier lives shapes every aspect of our operations. Since our establishment in 2017, we have been at the forefront of healthcare innovation, driven by a steadfast commitment to care, collaboration, ambition, and responsibility. As we continue to expand our reach and elevate our standards, we are seeking dedicated professionals who align with our vision and uphold our core values.

Position Overview

We are looking for a Call Center Representative to serve as a My Care Coordinator, playing a pivotal role in delivering comprehensive support to registered patients throughout their entire care journey. This position involves providing end-to-end assistance, including patient enrollment, appointment and service coordination, proactive follow-ups, and addressing inquiries across multiple communication channels. As the primary point of contact, you will ensure seamless coordination, timely follow-ups, and a consistently positive patient experience in accordance with My Care service standards. The ideal candidate will possess exceptional communication skills, professionalism, empathy, and an unwavering patient-first mindset.

Key Responsibilities

• Patient Support & Care Coordination:
  • Act as the primary point of contact for registered patients via inbound and outbound calls, system-generated follow-ups, and approved digital platforms.
  • Guide patients through their care journey by assisting with enrollment, scheduling appointments, booking services, conducting follow-ups, and addressing general inquiries.
  • Proactively follow up with patients to confirm appointment readiness, service completion, test results, or post-service requirements in alignment with care protocols.
• Appointment & Service Management:
  • Accurately schedule, reschedule, and cancel appointments and services in compliance with clinic policies, medical guidelines, and availability.
  • Coordinate multiple services to ensure continuity and convenience for patients, identifying and addressing potential gaps in care or missed appointments.
• Documentation & Systems:
  • Record all patient interactions, requests, outcomes, and notes with precision in designated systems and tools, ensuring compliance with documentation standards, data accuracy, and confidentiality protocols.
• Quality, Experience & Compliance:
  • Deliver a compassionate, respectful, and professional patient experience that fosters trust, satisfaction, and loyalty.
  • Address patient concerns or complaints in adherence to approved escalation procedures and service recovery guidelines.
  • Uphold My Care service standards, call handling protocols, and quality benchmarks while maintaining strict compliance with patient confidentiality, data privacy, and organizational policies.
• Performance & Collaboration:
  • Achieve or surpass defined performance metrics related to patient engagement, service coordination, quality scores, and satisfaction levels.
  • Collaborate effectively with clinical teams, operations, and support functions to resolve patient needs efficiently and expediently.
  • Contribute to continuous improvement initiatives aimed at enhancing patient experience and optimizing care coordination processes.
• Additional Responsibilities:
  • Perform supplementary tasks within the scope of the role based on evolving operational demands.
  • Demonstrate flexibility to support various units, teams, or workflows within the center as business needs dictate.

Qualifications & Competencies

• Education: High school diploma is required; a Diploma or Bachelor’s degree is preferred.
• Experience: Prior experience in a contact center, patient services, healthcare coordination, or customer service role is advantageous.
• Skills & Expertise:
  • Outstanding verbal communication and interpersonal skills with a strong patient-centric approach.
  • Fluency in spoken and written Arabic is mandatory; proficiency in English is highly desirable.
  • Proficiency in using computer systems, patient management platforms, and appointment scheduling tools.
  • Exceptional empathy, emotional intelligence, and the ability to multitask effectively in a dynamic, fast-paced environment.

If you are a motivated professional seeking to make a meaningful impact in the healthcare industry while contributing to a culture of excellence and innovation, we invite you to apply for this rewarding opportunity with My Clinic.