Call Center Representative (Riyadh)

About My Clinic

Join My Clinic, the premier multispecialty outpatient care provider in Saudi Arabia, where our unwavering mission is to empower individuals to lead longer, healthier, and happier lives. Since our establishment in 2017, we have been dedicated to revolutionizing healthcare by integrating innovation with a steadfast commitment to care, collaboration, ambition, and responsibility. As we continue to expand our reach and elevate our impact, we are seeking driven professionals who align with our vision and embody our core values.

Job Overview

The Call Center Representative plays a pivotal role in ensuring seamless communication between our healthcare facility and patients. This position involves managing both inbound and outbound calls to deliver exceptional service, including appointment scheduling, providing detailed information about our services, and addressing general inquiries. The ideal candidate will possess exceptional communication skills, a professional demeanor, and a strong dedication to enhancing the patient experience through every interaction.

Key Responsibilities

• Inbound Call Handling: Respond to incoming patient calls with professionalism and courtesy, addressing their needs efficiently and empathetically.
• Outbound Call Management: Proactively reach out to patients to confirm, reschedule, or follow up on appointments and services, ensuring clarity and convenience.
• Appointment Scheduling: Accurately book appointments in the system, adhering to clinic policies and medical guidelines to maintain operational efficiency.
• Documentation and Record-Keeping: Maintain meticulous records of all patient interactions, including detailed notes in the system for future reference and compliance.
• Complaint Resolution: Address patient concerns promptly and escalate them to the appropriate teams when necessary, following established procedures to ensure resolution.
• Script Adherence and Quality Standards: Utilize approved call scripts and adhere to service quality benchmarks to deliver consistent and high-standard support.
• Performance Metrics: Meet daily performance targets, including call volume, average handling time, and patient satisfaction scores, to contribute to the center’s operational goals.
• Confidentiality and Compliance: Uphold strict patient confidentiality and comply with data privacy standards to safeguard sensitive information.
• Flexibility and Adaptability: Be prepared to undertake additional responsibilities within the scope of the role as needed, and adapt to reassignments across units or teams based on business requirements.

Qualifications and Skills

Education: A high school diploma is required; a diploma or bachelor’s degree is highly preferred.

Experience: Prior experience in a call center or customer service environment is advantageous but not mandatory.

Core Competencies:

• Communication: Exceptional verbal communication and interpersonal skills to engage effectively with patients and colleagues.
• Language Proficiency: Fluency in spoken and written Arabic; proficiency in English is a valuable asset.
• Technical Aptitude: Competency in using computer systems and appointment scheduling tools to streamline operations.
• Resilience and Efficiency: Ability to thrive under pressure, manage multiple tasks simultaneously, and maintain high levels of accuracy and time management.

If you are a motivated professional seeking to make a meaningful impact in the healthcare industry while delivering outstanding patient care, we invite you to apply and become part of our growing team at My Clinic.