Call Center Manager

Job Description:

Manages the day-to-day operations of the American Hospital Dubais Medical Imaging - Call Centre Department. Oversees the scheduling of imaging appointments, responds to patient and physician inquiries, coordinates pre-authorisations, and ensures timely communication. Ensures that the call centre team delivers a high standard of service that aligns with American Hospital Dubai’s mission and values, contributing to a seamless patient experience and efficient imaging workflow.

Responsibilities

• :Leads the Medical Imaging Call Center, overseeing scheduling, patient inquiries, and coordination to ensure a seamless patient experience and optimal workflow across all imaging sites
• .Manages daily operations to ensure all incoming calls are handled professionally and promptly, and that imaging appointments are scheduled accurately and per hospital and clinical protocols
• .Ensures customer service excellence through prompt response times, service consistency, and adherence to patient care standards
• .Develops and monitors key performance indicators (KPIs), including call handling metrics, appointment booking rates, service levels, and patient satisfaction
• .Implements standardised call handling and scheduling protocols across all imaging sites to ensure consistency and operational efficiency
• .Coordinates closely with imaging technologists, radiologists, and reception staff to confirm modality-specific appointment requirements and patient preparation instructions
• .Ensures urgent and STAT imaging requests are prioritised and processed efficiently in collaboration with clinical teams
• .Monitors service delivery metrics such as call wait times, abandonment rates, first-call resolution, and booking accuracy
• .Reviews patient complaints, service incidents, and near misses; investigates issues and implements corrective actions per hospital policy
• .Maintains full compliance with hospital, DHA, and regulatory policies related to safety, infection control, data confidentiality, and service quality
• .Leads performance improvement initiatives targeting imaging operations, call center workflows, and the patient experience
• .Trains and supervises call center staff, ensuring comprehensive knowledge of imaging procedures, scheduling protocols, and customer service standards
• .Conducts performance evaluations, provides structured feedback, and supports professional development plans for staff
• .Ensures all new hires complete a structured onboarding and orientation program with assigned preceptors
• .Ensures 100% compliance with staff licensure, mandatory training, and CPD requirements
• .Develops annual departmental objectives aligned with hospital priorities and monitors progress toward these goals
• .Promotes interdisciplinary collaboration and communication with imaging and clinical teams to support coordinated care delivery
• .Upholds hospital and departmental policies, fostering a culture of accountability, professionalism, and respect
• .Encourages a team-oriented environment that values diversity, collaboration, and continuous learning

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Qualification

• s:Bachelors Degree in Communications or related fiel
• d.Diploma or other educational certificate in Call Centre Management/Operation preferre

d.
Professional Experien

• ce:Minimum of five (5) years of call centre experience with a minimum of two (2) years as an Assistant Manager/Supervisor, preferably within a medical environme
• nt.Experienced in the use and troubleshooting of computerised telephonic syste
• ms.Significant exposure to Customer Excellence Programme methodologi
• es.Excellent oral, written and comprehension of the English language is essenti
• al.Ability to converse effectively in the Arabic Language preferr
• ed.Computer literacy, including MS Office skills requir