Call Center Agent

Role overview

The Call Center Agent will handle patient appointment scheduling and telephonic coordination for services offered by American Hospital Dubai. This role is responsible for helping callers reach the most suitable clinic or physician, keeping appointment bookings organized, and contributing to the broader goals of Clinic Operations.

Key responsibilities

• Receive incoming calls in a professional, courteous manner and follow proper telephone etiquette at all times.
• Help patients identify the most appropriate doctor or clinic for their concerns or queries.
• Set priorities effectively so day-to-day operations run smoothly.
• Escalate incidents or concerns through the correct reporting line.
• Manage workload efficiently and complete written correspondence within required timelines.
• Respond to questions from patients, prospective customers, and hospital colleagues with accurate, relevant information.
• Encourage reporting of incidents and customer complaints to support better patient and family care.
• Share basic details about physicians, including accreditation background, specialties, and other appointment-related information.
• Record, update, and amend patient details in the iConnect system according to established rules.
• Route callers to the Call Centre Nurses when required and avoid providing medical or nursing advice.
• Book, reschedule, cancel, or transfer appointments in iConnect according to clinic procedures.
• Send appointment confirmations through SMS and/or phone calls as required by policy.
• Make sure patient charts are available at the clinic on time by arranging them through Medical Records or contacting Medical Records when needed.
• Inform walk-in patients of expected waiting times by phone and add the appropriate note in the scheduler record.
• Advise new patients to arrive 15 minutes early and bring identification and insurance documents as per clinic guidelines.
• Complete electronic telephone message forms and forward them to the relevant clinic with all required details.
• Send SMS reminders before 10:00 a.m. for appointments scheduled for the following day.
• Follow up with patients who have not confirmed appointments after SMS reminders.
• Answer basic insurance-related questions, including general exclusions, using current insurance knowledge.
• Overbook physicians in line with clinic-defined limits and standards.
• Prepare departmental reports and audit tools accurately and on time.
• Support the onboarding and orientation of new Call Centre team members.
• Work collaboratively with colleagues to keep the Call Centre operating efficiently.
• Maintain up-to-date knowledge of hospital services, features, pricing, packages, and operating hours.
• Keep the work area and surrounding space clean, tidy, and organized.
• Follow hospital safety, infection control, and security policies to maintain a safe workplace.

Qualification and experience

• A high school diploma is required.
• Experience in customer service principles is expected.
• Basic computer literacy and comfort working with digital systems are important.
• Familiarity with medical terminology or prior exposure to a healthcare environment is needed.
• Knowledge of call center or operator procedures is preferred.
• Strong spoken and written communication skills in both English and Arabic are required.

Additional information

This position is based in Dubai, United Arab Emirates and is a full-time, onsite role. The job involves working with patient scheduling, clinic coordination, reporting, and service support in a hospital environment. No salary, vacancy count, or start date were specified in the source content.

Working style and environment

The role requires regular interaction with patients, physicians, clinic staff, and medical records teams, along with consistent use of telephone systems, iConnect, SMS workflows, and other digital tools. Attention to confidentiality, accuracy, and service quality is central to the position.