Contact Center Agent – Patient Access Services

About the role

The Contact Center Agent is the first point of contact for patients and visitors, delivering clear information and compassionate support. The role combines inbound and outbound communication across phone, email and chat, while ensuring accurate documentation and adherence to hospital policies.

Key responsibilities

• Inbound & outbound support: handle calls, emails, and chats following approved scripts.
• Provide patient guidance on clinics, schedules, services and hospital policies.
• Resolve inquiries, complaints and service requests, escalating complex cases as needed.
• Announce emergency codes promptly when required.
• Listen actively, identify solutions and follow up until resolution.
• Accurately record all interactions in the Hospital Information System and maintain up‑to‑date patient records.
• Adhere to hospital policies, data‑protection standards and confidentiality 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 role.
• Fluency in English and Arabic, both spoken and written.
• Strong attention to detail, reliability and punctuality.
• Calm and empathetic communication under pressure.

Required skills

• Proficiency with CRM systems.
• Experience using a Hospital Information System (HIS).
• Advanced skills in Microsoft Outlook, Excel, Word and PowerPoint.