Contact Center Officer

Position Overview & Role Purpose:

Are you an empathetic, communication-driven customer service professional seeking to build a rewarding career in the healthcare sector? Fakeeh Care Group is looking for a proactive Contact Center Officer to join our patient experience and customer support operations team in Jeddah, Saudi Arabia.

In this vital front-line support role, the Contact Center Officer – Fakeeh Care Group serves as the primary touchpoint for incoming patient inquiries, medical appointment scheduling, physician consultations, service requests, and general healthcare assistance. By providing clear information, managing bookings efficiently, and delivering compassionate service over the phone, you will play a key role in enhancing overall patient satisfaction and maintaining the gold standard of healthcare delivery.

About Fakeeh Care Group:

Fakeeh Care Group is a world-class healthcare organization and leading medical provider headquartered in the Kingdom of Saudi Arabia. Renowned for clinical excellence, advanced technology, and patient-first care, the group encompasses state-of-the-art hospitals, specialized outpatient centers, academic institutes, and diagnostic facilities across the region. Fakeeh Care Group combines clinical innovation with dedicated service quality to ensure an outstanding healthcare experience for thousands of patients daily.

Key Responsibilities & Customer Service Operations:

1. Patient Inquiry & Call Management:

– Handle high-volume inbound and outbound telephone calls professionally, addressing patient inquiries regarding clinical services, hospital departments, physician availability, and operating hours.

– Schedule, reschedule, and cancel patient appointments for outpatient clinics, diagnostic imaging, and routine health checkups using the Hospital Information System (HIS).

– Provide accurate information regarding health insurance coverage, consultation fees, payment procedures, and required patient documentation prior to visits.

– Identify urgent or emergency medical calls and route them promptly to emergency care units, triage nurses, or duty supervisors according to standard operating procedures.

2. Service Coordination & Complaint Handling:

– Listen actively to patient concerns, feedback, or complaints, maintaining composure and empathy while providing immediate, effective solutions.

– Coordinate with clinical departments, medical secretaries, billing teams, and patient care coordinators to resolve patient queries and streamline care access.

– Conduct outbound follow-up calls for appointment reminders, post-consultation care checks, diagnostic result notifications, and patient experience surveys.

– Maintain comprehensive, confidential electronic logs of all patient interactions, call outcomes, and escalation requests within the CRM and call center database.

3. Quality Standards & Person-Centered Care Compliance:

– Adhere strictly to call scripts, professional telephone etiquette, response time targets, and call center performance KPIs.

– Protect patient privacy and handle sensitive medical information in strict accordance with HIPAA principles, patient confidentiality laws, and group data security standards.

– Embody Fakeeh Care Group’s Person-Centered Care ethos, demonstrating empathy, cultural sensitivity, and high service standards across every patient interaction.

– Participate in regular quality audit reviews, call coaching sessions, and continuous professional development workshops to elevate customer service quality.

Qualifications, Required Experience & Core Competencies:

– Academic Credentials:

* High School Diploma, Diploma, or Bachelor’s Degree in Business Administration, Communications, Healthcare Management, or a related discipline.

– Required Experience & Industry Familiarity:

* Minimum 1 to 3 years of experience in a customer service, call center, tele-sales, or reception role.

* Previous experience working within a hospital, medical clinic, health insurance firm, or hospitality environment is highly advantageous.

* Familiarity with medical terminology, clinical appointment scheduling, and patient interaction frameworks.

– Technical Mastery & Software Capabilities:

* Proficiency in call center software, Customer Relationship Management (CRM) tools, and Hospital Information Systems (HIS).

* Strong computer literacy with basic proficiency in MS Office (Word, Excel, Outlook) and quick, accurate keyboard typing skills.

– Communication & Interpersonal Attributes:

* Excellent verbal and written communication skills in both Arabic and English are required for multi-cultural patient interaction.

* Outstanding active listening, stress tolerance, problem-solving, and emotional intelligence in handling anxious or dissatisfied callers.

Compensation & Benefits Package:

– Competitive tax-free basic salary tailored for the Saudi Arabian healthcare market.

– Comprehensive health and medical insurance coverage for employee and eligible family members.

– Paid annual leave entitlements and round-trip home airfare allowances per Saudi Labor Law.

– End-of-service gratuity and continuous career progression opportunities within Fakeeh Care Group’s expanding network.