Summary
Fakeeh University Hospital, part of Fakeeh Health, is hiring a Contact Center Agent in Dubai. The role handles patient communications across calls, email and live chat, schedules and updates appointments, manages OPD clinic schedules, and coordinates with medical staff and other departments. The agent also responds to inquiries and complaints, supports patient flow, and tracks service KPIs. Applicants should have 0–2 years of customer service or call center experience, preferably in healthcare or medical services.
The posting
As published on fuh.care. Pulled from the employer's site and shown as they wrote it.
ABOUT US
Fakeeh Health is a pioneering healthcare group brought to the UAE by the esteemed founders of Fakeeh Care Group, KSA. With a strong legacy in clinical excellence, research & innovation, and academic integration, Fakeeh Health stands as a testament to our unwavering commitment to delivering holistic, high-quality, and accessible healthcare.
Fakeeh Health includes a network of patient-focused facilities led by our flagship, Fakeeh University Hospital, where Person-Centered Care (PCC) guides both patient and employee experiences. As a Planetree-aligned organization, we foster a supportive and empowering work culture. Our network also includes Fakeeh MediCenters across Dubai for accessible primary care, the tech-enabled Fakeeh Smart Clinic for hybrid physical and virtual care, and Fakeeh DaySurge, focused on minimally invasive, same-day procedures.
Aligned with our organizational values and PCC goals, we value professionals who bring experience in community engagement or corporate social responsibility (CSR), as such backgrounds reflect our shared commitment to meaningful social impact and community upliftment.
JOB PURPOSE:
To provide a high-quality, professional service to all visitors at the reception, ensuring efficient communication and customer service.
KEY RESPONSIBILITIES AND DUTIES:
- Handles inbound and outbound calls, emails, live chats, surveys, telesales, telemarketing activities, and other required forms of communication.
- Answers calls within the specified time frame based on business needs.
- Updates customer information in the system for both new and existing customers, documenting all call details according to standard operating procedures.
- Follows up with customers as needed (e.g., call backs).
- Builds customer interest in services and products, including upselling when appropriate.
- Responds to customer inquiries and complaints accurately and within a specified time frame, offering advice and solutions for issues.
- Achieves the requested KPIs (Key Performance Indicators) monthly.
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- Ensures accurate appointment scheduling by confirming dates, times, and other details with customers to minimize errors and miscommunication.
- Assists customers with general information regarding services, policies, and procedures to guide them effectively.
- Coordinates with other departments to ensure smooth patient flow and timely bookings.
- Escalates complex issues or complaints to senior team members as needed, ensuring that problems are addressed promptly and effectively.
- Prepares reports and updates on appointment scheduling, booking trends, and customer feedback to support ongoing improvements in service delivery.
- Other duties as assigned within the scope of the job.
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- Responsible for entering OPD doctors’ schedules in the system.
- Reviews the daily Outpatient Clinic schedule to ensure accuracy and availability.
- Responsible for applying cancellation, sick leave, or any changes in the outpatient clinic schedule sheet provided by the Outpatient Director or sent through internal mail.
- Checks physicians’ leaves to ensure that clinics are closed during the period of their absence.
- Informs the Medical Records unit if there’s any duplication in the Medical Record.
- Performs all call center functions to cover any shortage in the OPD bookings.
- Responds to customers’ inquiries and complaints accurately and within a certain time frame.
- Coordinates with medical staff and other departments to ensure that all scheduling conflicts or issues are resolved promptly.
- Monitors and tracks patient appointments to ensure efficient clinic flow and minimize patient waiting times.
- Assists patients with appointment rescheduling or cancellations, providing alternative options if needed.
- Provides support to patients and families by giving clear directions to the OPD facilities and assisting with any appointment-related questions.
- Other duties as assigned within the scope of the job.
Experience:
- 0 – 2 Experience in a customer service or call center environment, preferably within healthcare or medical services.
COMPETENCIES:
- Adaptability & Resilience
- Accountability & Role Understanding with Accreditation Knowledge
- Teamwork and Relationship Building with Cultural Alignment
- Talent Management and Development
- Compassionate and Effective Communication