APPAREL GROUP
Objective:
Ensure seamless patient engagement by managing inbound and outbound calls, addressing inquiries, scheduling appointments, and coordinating follow-ups. The role focuses on delivering accurate information, maintaining service quality standards, and supporting overall patient satisfaction through efficient communication and problem resolution.
Key Responsibilities:
Call Handling & Patient Support
Manage inbound and outbound calls promptly and professionally to ensure a positive patient experience. Respond to inquiries regarding doctors, services, and clinic procedures with accurate and clear information. Handle appointment scheduling, confirmations, and rescheduling requests efficiently. Address patient concerns and complaints, providing first-level resolution and escalating complex issues when necessary. 2. Appointment & Service Coordination
Coordinate with reception and medical teams to ensure smooth patient flow and timely appointments. Update and verify patient details in the system to maintain accurate records. Assist in managing waitlists and prioritizing urgent cases as per clinic protocols. Provide reminders for upcoming appointments and follow-up calls post-consultation. 3. Documentation & Compliance
Maintain accurate call logs, appointment records, and patient interaction notes in the CRM for easy tracking and follow-up. Ensure all communications comply with data privacy regulations and organizational standards. Monitor call quality regularly to meet service excellence benchmarks. Prepare concise daily or weekly reports on call volumes, appointment status, and pending cases for management review. 4. Service Quality & Collaboration
Uphold service quality standards by following scripts, guidelines, and best practices for patient engagement. Collaborate with internal teams including wellness staff, doctors, nurses, and customer service to resolve queries effectively. Participate in training sessions to stay updated on new services, technologies, and communication protocols. Contribute to process improvement initiatives aimed at enhancing patient satisfaction and operational efficiency. Desired Qualification:
1-3 years of customer service or call center experience (healthcare preferred) High school diploma or Bachelor's degree Strong verbal and written communication skills Knowledge of medical terminology (preferred) Familiarity with CRM systems and basic computer applications (MS Office) Ability to resolve issues efficiently and manage time effectively Understanding of data privacy regulations and commitment to confidentiality Empathy, patience, and a customer-focused approach Comfortable working in a fast-paced environment and adapting to changing priorities
Permanent
Abu Dhabi















