NMC Healthcare
As the first point of contact for patients, the Call Center Executive manages incoming calls and multi-line switchboards to deliver exceptional customer service. Key duties include scheduling and managing appointments, providing healthcare service details, confirming insurance details, routing calls, managing doctors’ calendars, and gathering patient feedback while maintaining departmental KPIs and strict confidentiality.
​Key Responsibilities:
​Handle incoming patient calls promptly, manage multiple lines, perform timely call backs, and adhere to contact center processes (hold, transfer, message receipt).
​Schedule, confirm, cancel, or reschedule appointments, manage no-shows, and update doctors’ calendars and notes.
​Provide accurate information on hospital services, confirm insurance details, and route calls to appropriate medical personnel.
​Collect patient feedback, report service complaints to relevant departments, and handle difficult calls professionally.
​Meet average handling time targets and maintain departmental KPIs while liaising with supervisors and HODs to improve patient experience.
​Follow shift schedules, adhere strictly to NMC regulations, infection control, patient safety, and JCI standards, and maintain full confidentiality.
​Qualifications & Requirements:
​Experience: Minimum 1 year of experience as a contact center agent in a patient-focused environment.
​Technical Skills: Experience operating a multi-line switchboard system and managing call volumes according to process flow.
​Communication & Interpersonal: Excellent telephone etiquette, clear communication, active listening, and strong interpersonal skills for handling diverse patient interactions.
​Salary & Benefits:
​Competitive healthcare package in accordance with company policies and UAE Labor Law.
To apply for this job please visit eiby.fa.em2.oraclecloud.com.