Executive-Call Center

Job Description

Handles inbound and outbound calls to support patient inquiries, appointment scheduling, and service coordination. Acts as a key point of contact to ensure a positive patient experience and effective communication across Aster DM Healthcare services.

Key Responsibilities

• Handle inbound and outbound calls in a professional and courteous manner.
• Schedule, reschedule, and confirm patient appointments accurately.
• Respond to patient inquiries related to services, doctors, locations, and timings.
• Coordinate with clinical and administrative teams to resolve patient requests.
• Register and update patient information in hospital information systems (HIS).
• Follow call center scripts, quality standards, and escalation protocols.
• Record call details, feedback, and complaints accurately for follow-up.
• Meet defined service levels, productivity targets, and quality benchmarks.

Skill & Experience

• Excellent verbal communication and interpersonal skills.
• Strong customer service orientation and problem-solving abilities.
• Ability to handle high call volumes efficiently.
• Proficiency in call center systems, CRM tools, and basic computer applications.
• Active listening skills and attention to detail.
• Ability to work in shifts and under pressure.
• Bachelor’s degree or equivalent qualification (preferred).
• Previous experience in a call center, customer service, or healthcare environment is advantageous.
• Knowledge of healthcare services, appointment systems, or insurance processes is an advantage.
• Fluency in English; knowledge of Arabic or additional languages is preferred.