Summary
Taiba Hospital is hiring a Contact Center Agent in Sabah Al Salem, Kuwait. The role handles inbound and outbound calls, emails, and chats; guides patients; resolves or escalates inquiries; and documents interactions in the HIS. Candidates need a diploma or bachelor’s degree in healthcare, administration, or a related field, 1–3 years of call center or customer service experience, and fluency in written and spoken English and Arabic. Strong CRM, HIS, and MS Office skills are required.
The posting
As published on taibahospital.com. Pulled from the employer's site and shown as they wrote it.
Your Impact
≥ 90 % first-call resolution rate within defined service levels
≥ 95 % customer satisfaction score
100 % accurate call documentation & data entry
What you will do
Inbound & Outbound Support: Handle calls, emails, and chats professionally; follow approved scripts and scenarios.
Patient Guidance: Provide accurate information on clinics, schedules, services, and hospital policies.
Issue Resolution: Resolves inquiries, complaints, and service requests; escalates complex cases appropriately.
Emergency Communication: Announce emergency codes clearly and promptly when required.
Problem Solving: Listen actively, identify solutions, and follow up until resolution is achieved.
Data Entry & Documentation: Record all interactions accurately in the HIS; maintain up-to-date patient records.
Compliance & Confidentiality: Adhere to hospital policies, data-protection standards, and confidentiality requirements.
Team Collaboration: Collaborate with Patient Access, clinical, and support teams to deliver seamless service.
How success is measured
High first-call resolution and call-quality scores
Accurate, error-free system documentation
Consistent adherence to scripts, policies, and KPIs
Positive patient feedback on tone, clarity, and empathy
Zero patient-confidentiality breaches
You will thrive here if you have…
Diploma or Bachelor’s degree in healthcare, administration, or related field
1–3 years of experience in a call center or customer service role
Fluency in English & Arabic (spoken & written)
Strong CRM, HIS, and MS Office skills (Outlook, Excel, Word, PowerPoint)
Calm, empathetic communication under pressure
Reliability, punctuality, and attention to detail
Competencies we value
Communication – Clear, professional, empathetic interactions
Client Focus – Delivering a positive patient experience every time
Attention to Detail – Accurate data capture and documentation
Teamwork – Cooperative and supportive collaboration
Adaptability – Flexibility in a fast-paced contact-center environment
Values & Ethics – Respect, confidentiality, and integrity
Ready to be the voice of care?
Apply now and become the first point of contact that reflects Taiba Hospital’s commitment to clarity, compassion, and quality.