Contact Center Agent – Patient Access Services

About the role

Join Taiba Hospital’s Patient Access Services team as a Contact Center Agent, providing professional inbound and outbound support to patients and visitors. You will be the first point of contact, delivering clear information, resolving issues, and ensuring a positive experience.

Key responsibilities

• Handle calls, emails, and chats using approved scripts and scenarios.
• Provide accurate guidance on clinic schedules, services, and hospital policies.
• Resolve inquiries, complaints, and service requests; escalate complex cases when needed.
• Announce emergency codes promptly and accurately.
• Listen actively, identify solutions, and follow up until resolution.
• Record all interactions precisely in the Hospital Information System (HIS) and maintain up‑to‑date patient records.
• Adhere to data‑protection standards, confidentiality policies, and compliance requirements.
• Collaborate with Patient Access, clinical, and support teams to deliver seamless service.

Required profile

• Diploma or Bachelor’s degree in healthcare, administration, or a related field.
• 1–3 years of experience in a call‑center or customer‑service environment.
• Fluency in English and Arabic (spoken and written).
• Calm, empathetic communication under pressure.
• Reliability, punctuality, and strong attention to detail.

Required skills

• Proficiency with CRM systems.
• Experience using Hospital Information System (HIS).
• Microsoft Outlook.
• Microsoft Excel.
• Microsoft Word.
• Microsoft PowerPoint.