Call Center Representative (Riyadh)

Join My Clinic, Saudi Arabia's Leading Multispecialty Outpatient Care Provider

At My Clinic, our mission is to help people live longer, healthier, and happier lives. Since 2017, we've been at the forefront of healthcare, combining innovation with a deep commitment to care, collaboration, ambition, and responsibility. As we continue to grow, we're seeking passionate individuals who share our vision and values to join our team as Call Center Representatives.

Job Summary: The Call Center Representative is responsible for handling inbound and outbound calls with patients, providing exceptional support with appointment booking, service information, and general inquiries. This role requires excellent communication skills, professionalism, and a commitment to delivering a smooth and positive patient experience over the phone.

• Primary Responsibilities:
• Answer incoming patient calls (inbound) in a professional and courteous manner.
• Make outbound calls to confirm, reschedule, or follow up on appointments and services.
• Accurately book appointments in the system based on clinic policies and medical guidelines.
• Record all relevant information and notes in the system during or after each call.
• Handle patient complaints or forward them to the appropriate teams as per standard procedures.
• Follow approved call scripts and adhere to service quality standards.
• Meet daily performance targets such as call volume, average handling time, and satisfaction scores.
• Maintain patient confidentiality and comply with data privacy standards.
• The employee may be assigned additional tasks within their scope of work based on business needs and may be reassigned across units or teams within the center as required.

Education / Professional Qualifications: High school diploma required (Diploma or Bachelor's degree is preferred). Previous experience in a call center or customer service environment is preferred.

Expertise & Skills: Strong verbal communication and interpersonal skills. Proficiency in spoken and written Arabic; English is preferred. Ability to use computer systems and appointment scheduling tools. Ability to work under pressure and manage multiple tasks. High level of commitment, accuracy, and time management.