Summary
Royal Health Group is seeking a Call Center Representative to serve as a first point of contact for patients, providers, and insurance companies. The role includes handling inquiries, scheduling appointments, documenting interactions in CRM or EMR systems, and escalating complex issues while protecting patient confidentiality. Applicants should have a high school diploma or equivalent and 1–2 years of call center or customer service experience; healthcare experience is a plus. The position is in Abu Dhabi, and English fluency is required, with Arabic considered an advantage.
The posting
As published on royalhealth.ae. Pulled from the employer's site and shown as they wrote it.
Job Summary:
We are seeking a dedicated and empathetic Call Center Representative to join our healthcare team. The ideal candidate will be the first point of contact for patients and clients, handling inquiries, scheduling appointments, resolving issues, and ensuring a positive patient experience. This role requires excellent communication skills, attention to detail, and a strong understanding of healthcare processes and confidentiality (HIPAA compliance).
Key Responsibilities:
- Answer incoming calls from patients, providers, and insurance companies in a timely and professional manner.
- Schedule, reschedule, and cancel appointments using the internal healthcare system (e.g., Epic, Cerner).
- Provide information on services, procedures, and insurance coverage.
- Handle patient inquiries regarding billing, referrals, and test results while maintaining confidentiality.
- Escalate complex issues to the appropriate department or supervisor.
- Accurately document all interactions in the CRM or EMR system.
- Meet quality assurance and performance standards (e.g., call handling time, resolution rate).
- Participate in training and continuous improvement initiatives.
Qualifications:
Education & Experience:
- High school diploma or equivalent; associate’s degree preferred.
- 1-2 years of experience in a call center or customer service role (healthcare experience a plus).
- Familiarity with EMR systems (Epic, Cerner, Meditech, etc.) is advantageous.
- Fluent in English + Advantage in Arabic (spoken and written)
Skills:
- Excellent verbal and written communication skills.
- Strong listening and problem-solving abilities.
- Ability to multitask in a fast-paced environment.
- Knowledge of medical terminology and healthcare processes is a plus.