Call Center Manager – Medical Imaging

Job Description

Manages the daily operations of American Hospital Dubai’s Medical Imaging Call Centre. Oversees appointment scheduling, handles patient and physician inquiries, coordinates pre-authorizations, and ensures timely communication. Leads the call centre team to provide excellent service, supporting a smooth patient experience and efficient imaging workflow.

Key Responsibilities

• Leads the Medical Imaging Call Centre, managing appointment scheduling, patient inquiries, and coordination to ensure smooth workflow across all imaging sites.
• Oversees daily operations to ensure calls are handled promptly and appointments are scheduled accurately according to hospital and clinical protocols.
• Maintains high standards of customer service, addressing patient concerns and ensuring service consistency.
• Develops and monitors key performance indicators (KPIs) such as call handling metrics, booking accuracy, service levels, and patient satisfaction.
• Implements standardized scheduling and call-handling procedures to improve efficiency and consistency.
• Coordinates with technologists, radiologists, and reception staff to confirm appointment requirements and patient preparation instructions.
• Prioritizes urgent and STAT imaging requests in collaboration with clinical teams.
• Tracks service delivery metrics, reviews complaints and incidents, investigates issues, and implements corrective actions.
• Ensures compliance with hospital, DHA, and regulatory policies, including safety, infection control, and data confidentiality.
• Leads performance improvement initiatives for call centre operations and patient experience.
• Trains, supervises, and evaluates call centre staff, providing feedback and supporting professional development.
• Oversees onboarding and orientation programs for new hires, ensuring completion of mandatory training, licensure, and CPD requirements.
• Sets departmental objectives aligned with hospital priorities and monitors progress.
• Promotes collaboration and communication with imaging and clinical teams to support coordinated patient care.
• Upholds hospital policies, fostering accountability, professionalism, and a respectful work environment.

Skill & Experience

• Bachelor’s degree in Communications or a related field.
• Diploma or certificate in Call Centre Management/Operations is preferred.
• At least five (5) years of call centre experience, including a minimum of two (2) years in a supervisory or assistant manager role, preferably in a healthcare setting.
• Skilled in using and troubleshooting computerized telephony systems.
• Familiar with Customer Excellence Program methodologies.
• Strong written and spoken English; Arabic language skills preferred.
• Computer literate with proficiency in MS Office applications.