Job Description

This role performs calls mainly in Arabic language. Arabic language proficiency is non-negotiable for performing this role.

The Call Center Executive is responsible for handling inbound and outbound patient communications, appointment scheduling, insurance verification coordination, and delivering excellent customer service in line with the clinic’s service standards. The role plays a key part in ensuring patient satisfaction, efficient clinic utilization, and professional brand representation.

Key Responsibilities

Patient Communication & Appointment Handling

• Answer incoming calls promptly and professionally.
• Schedule, reschedule, and confirm patient appointments across branches.
• Conduct reminder calls and follow-ups to reduce no-shows.
• Handle inquiries related to services, timings, pricing frameworks (as approved), and doctors’ availability.
• Escalate complaints or clinical concerns to supervisors appropriately.

System & Data Management

• Accurately update patient records in the clinic management system.
• Record call outcomes, cancellations, and feedback.
• Maintain confidentiality and comply with data protection policies.

Insurance & Coordination Support

• Coordinate with insurance teams regarding eligibility and approvals.
• Collect basic patient insurance information before visits.
• Route billing or coverage queries to the concerned department.

Inter-Department Coordination

• Liaise with reception teams, nurses, and doctors regarding schedules.
• Communicate urgent cancellations or late arrivals.
• Support branch operations during peak hours.

Service Quality & Compliance

• Maintain professional telephone etiquette at all times.
• Follow clinic SOPs and quality guidelines.
• Meet KPIs related to call volume, booking conversion, attendance rate, and patient satisfaction.
• Adhere to UAE labour and healthcare regulatory requirements.

Qualifications & Experience

• High school diploma or bachelor’s degree preferred.
• Minimum 2 years experience in a healthcare – call center role (dental experience preferred).
• Experience using appointment scheduling software or hospital systems is an advantage. (Doc32 preferred)
• Familiarity with UAE-Abu Dhabi healthcare/insurance process.

Skills & Competencies

• Excellent verbal communication skills in Arabic and English.
• Strong customer service mindset.
• Ability to multitask and work under pressure.
• Computer literacy and fast typing.
• Professional phone manner and empathy with patients.
• Team player with strong coordination abilities.