Contact Center Agent

Role Overview

Contact Center Agent at Taiba Hospital, Patient Access Services Department. Job Code: CCA-001, Grade A5.

Role Purpose

Serve as the first point of contact for patients, delivering clear, compassionate communication and accurate information while maintaining hospital confidentiality standards and resolving inquiries efficiently.

Key Responsibilities

Inbound & Outbound Support

• Handle inbound and outbound calls, emails, and chats professionally.
• Follow approved scripts and scenarios.

Patient Guidance & Information

• Provide accurate information on clinics, schedules, services, and hospital policies.
• Listen actively and identify solutions tailored to patient needs.

Issue Resolution

• Resolve inquiries, complaints, and service requests.
• Escalate complex cases appropriately.
• Follow up until resolution is achieved.

Emergency Communication

• Announce emergency codes clearly and promptly when required.

Data Entry & Documentation

• Record all interactions accurately in the HIS (Hospital Information System).
• Maintain up-to-date and error-free patient records.
• Ensure 100% accurate call documentation and data entry.

Compliance & Confidentiality

• Adhere to hospital policies and data-protection standards.
• Maintain confidentiality requirements and zero tolerance for patient-confidentiality breaches.

Team Collaboration

• Collaborate with Patient Access, clinical, and support teams.
• Deliver seamless, coordinated service across departments.

Qualifications & Experience

• Diploma or Bachelor's degree in healthcare, administration, or related field.
• 1–3 years of experience in a call center or customer service role.

Skills & Competencies

• Fluency in English and Arabic (spoken and written).
• Strong CRM and HIS skills.
• Proficiency in MS Office: Outlook, Excel, Word, PowerPoint.
• Clear, professional, empathetic communication.
• Calm demeanor under pressure.
• Attention to detail and accuracy in data capture.
• Reliability and punctuality.
• Adaptability and flexibility in a fast-paced environment.
• Respect, confidentiality, and integrity.
• Client-focused mindset delivering positive patient experience.
• Cooperative and supportive teamwork.

Additional Information

• First-call resolution target: ≥ 90% within defined service levels.
• Customer satisfaction score target: ≥ 95%.
• Success measured by call-quality scores, accurate documentation, consistent policy adherence, positive patient feedback on tone and clarity, and zero confidentiality breaches.