Call Centre Representative - Healthcare

1. Job Summary

We are looking for a motivated and empathetic Call Centre Representative to join our healthcare team. In this role, you will be the first point of contact for our patients. You must possess warm, kind, and highly effective communication skills. You will anticipate patient needs, build trust, attract new patients, and confidently upsell premium services or wellness packages to help grow our facility.

• First Contact & Inquiries: Act as the warm and welcoming voice of the facility. Answer inbound calls, handle patient inquiries, and provide accurate details about doctors and specialties.
• Anticipate Patient Needs: Listen carefully to patients to proactively understand their worries, offer solutions, and guide them to the right medical departments.
• Patient Attraction & Lead Generation: Use persuasive communication to attract inquiring callers to choose our facility, successfully converting general inquiries into confirmed bookings.
• Upselling Services: Identify opportunities during calls to offer premium health packages, specialized treatments, or routine check-ups that match the patient's healthcare goals.
• Appointment Management & Follow-ups: Schedule, change, and cancel medical appointments. Conduct outbound follow-up calls for appointment reminders and post-consultation check-ins.
• Database Updates: Collect and update accurate personal info, contact details, and insurance parameters in the patient database.

Education

• Associate or bachelor's degree preferred

Experience

• Minimum 1 year of customer service or call centre experience (healthcare, clinic, or hospital experience is preferred)

Required Skills & Knowledge

• Knowledge of medical terminology, office procedures and regulations
• Knowledge of MS Office and databases
• Strong IT and organizational skills

Required Competencies & Abilities

• Effective Customer Service Skills
• Product Knowledge
• Communicate Effectively
• Phone Skills
• Problem Solving

Languages

• Must be fluent in both English and Arabic