Call Center Representative

About My Clinic KSA

My Clinic is a leading multispecialty outpatient healthcare provider based in Saudi Arabia. Founded in 2017, the organization focuses on improving the longevity, health, and happiness of patients through innovative care combined with strong values of care, collaboration, ambition, and responsibility. As the company continues expanding, it seeks motivated individuals aligned with its vision and values.

Job Summary

The Contact Center Coordinator handles inbound and outbound patient communication, assisting with appointment scheduling, service queries, and general support. The position demands excellent communication skills, professionalism, and dedication to ensuring a positive patient experience over the phone.

Key Responsibilities

• Answer inbound patient calls courteously and professionally.
• Conduct outbound calls to confirm, reschedule, or follow up on appointments and services.
• Precisely schedule appointments adhering to clinic policies and medical protocols.
• Document relevant call information and notes accurately during or after each interaction.
• Address patient complaints or escalate them appropriately following official procedures.
• Utilize approved call scripts while maintaining service quality standards.
• Achieve daily targets including call volumes, handling times, and patient satisfaction metrics.
• Ensure confidentiality of patient information in compliance with data privacy regulations.
• Perform additional related duties as required, with potential reassignment across teams or units within the contact center.

Qualifications and Skills

• Minimum educational requirement is a high school diploma; possessing a diploma or bachelor's degree is advantageous.
• Previous experience in call centers or customer service is desirable.
• Excellent verbal communication and strong interpersonal skills.
• Fluency in spoken and written Arabic; English language skills are a plus.
• Competency in using computer systems and scheduling software.
• Ability to handle multiple tasks efficiently under pressure.
• Strong commitment, attention to detail, and effective time management.