Job Type
Work Type
Location
Experience
≥ 90 % first-call resolution rate within defined service levels
≥ 95 % customer satisfaction score
100 % accurate call documentation & data entry
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.
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
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
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.
