Full job description

Four Roads Group is seeking an experienced Call Center Agent / Customer Service Representative with a healthcare background. The successful candidate will manage patient inquiries, appointment bookings, follow-ups, and service coordination while ensuring a professional and positive patient experience across the Group’s healthcare facilities.

Key Responsibilities

• Handle inbound and outbound patient calls professionally and promptly.
• Book, confirm, reschedule, and cancel appointments accurately.
• Respond to patient inquiries regarding doctors, specialties, services, locations, timings, and approved promotions.
• Conduct appointment reminders, missed-appointment follow-ups, patient recalls, and campaign calls.
• Coordinate with doctors, nurses, receptionists, insurance teams, and clinic management.
• Route urgent clinical concerns to the appropriate healthcare professional without providing medical advice.
• Maintain accurate patient information and call records in the clinic’s system.
• Follow up on online, website, social media, and marketing-generated leads.
• Support patient registration and verify basic demographic and insurance information.
• Handle complaints calmly, document them properly, and escalate them according to company procedures.
• Maintain patient confidentiality and comply with applicable healthcare privacy requirements.
• Achieve assigned targets for response time, appointment conversion, call quality, and patient satisfaction.
• Prepare daily or weekly reports on calls, appointments, leads, conversions, and pending follow-ups.
• Support the Group’s clinics and other healthcare operations as assigned.

Requirements

• Previous experience in a hospital, medical centre, clinic, pharmacy, insurance provider, or healthcare call centre is mandatory.
• Fluency in Arabic and English is mandatory.
• Good understanding of healthcare services, medical terminology, appointment scheduling, and patient communication.
• Strong telephone etiquette, listening, communication, and problem-solving skills.
• Ability to handle high call volumes and challenging patient situations professionally.
• Proficiency in Microsoft Office and experience using CRM, call-centre, or hospital information systems.
• Strong attention to detail and accuracy when handling patient information.
• Flexibility to work shifts, weekends, and public holidays when required.
• Immediate availability would be an advantage.

Preferred Qualifications

• Diploma or bachelor’s degree in business administration, healthcare administration, customer service, or a related field.
• Previous UAE healthcare experience is strongly preferred.
• Experience in appointment conversion, lead management, or telesales within healthcare would be an advantage.