Call Center Representative

About My Clinic

My Clinic is a leading multispecialty outpatient healthcare provider in Saudi Arabia committed to enhancing the length, health, and happiness of people's lives. Established in 2017, the organization prides itself on combining innovation with a heartfelt dedication to care, teamwork, ambition, and responsibility.

Role Overview

The Call Center Representative (My Care Coordinator) manages comprehensive support for patients throughout their care journey. This role encompasses patient enrollment assistance, scheduling appointments and services, handling follow-ups and inquiries, and continuous communication via multiple channels. Acting as the main contact point, the role guarantees effective coordination, timely follow-ups, and a consistently positive experience aligned with the organization's care standards. The ideal candidate demonstrates excellent communication abilities, professionalism, empathy, and a patient-first approach.

Key Responsibilities

• Serve as the primary contact for patients through incoming and outgoing calls, system reminders, and approved digital platforms.
• Assist patients with enrollment, scheduling appointments, booking services, follow-up communications, and general inquiries.
• Proactively confirm appointments, readiness for tests, and post-service needs in line with care protocols.
• Manage appointment scheduling, rescheduling, and cancellations adhering to clinic policies, medical guidelines, and availability.
• Coordinate multiple services to ensure patient's convenience and care continuity.
• Identify care gaps or missed appointments and engage patients to address these.
• Maintain thorough documentation of patient interactions, requests, outcomes, and notes using designated systems.
• Uphold data accuracy, confidentiality, and documentation standards consistently.
• Provide compassionate, respectful, and professional patient interactions fostering trust, satisfaction, and loyalty.
• Address patient complaints and concerns following established escalation and service recovery procedures.
• Abide by My Care’s quality, call management standards, and confidentiality policies.
• Achieve or surpass performance objectives related to patient engagement, service coordination, and satisfaction metrics.
• Work collaboratively with clinical teams, operations, and support units to resolve patient requirements effectively.
• Contribute to ongoing improvements aimed at enhancing patient experience and coordination workflows.
• Adapt to additional tasks and support varying teams or units as business needs change.

Qualifications and Experience

• Minimum education requirement: High school diploma; diploma or bachelor's degree is preferred.
• Prior experience in contact centers, patient services, healthcare coordination, or customer service is advantageous.

Skills and Expertise

• Exceptional verbal communication and interpersonal skills.
• Fluent in spoken and written Arabic; proficiency in English is desirable.
• Competent in using computer systems, patient management software, and scheduling tools.
• Strong patient-focused mindset with high levels of empathy and emotional intelligence.
• Ability to multitask effectively in high-paced environments.
• Meticulous attention to detail, accuracy, and organizational capabilities.
• Excellent time management skills with ability to work under pressure.
• Professional attitude committed to delivering quality service.