Job Title: Contact Center AgentJob Code: CCA-001Grade: A5Department: Patient Access ServicesYour Impact≥ 90 % first-call resolution rate within defined service levels≥ 95 % customer satisfaction score100 % accurate call documentation & data entryWhat you will doInbound & 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 measuredHigh first-call resolution and call-quality scoresAccurate, error-free system documentationConsistent adherence to scripts, policies, and KPIsPositive patient feedback on tone, clarity, and empathyZero patient-confidentiality breachesYou will thrive here if you have…Diploma or Bachelor’s degree in healthcare, administration, or related field1–3 years of experience in a call center or customer service roleFluency in English & Arabic (spoken & written)Strong CRM, HIS, and MS Office skills (Outlook, Excel, Word, PowerPoint)Calm, empathetic communication under pressureReliability, punctuality, and attention to detailCompetencies we valueCommunication – Clear, professional, empathetic interactionsClient Focus – Delivering a positive patient experience every timeAttention to Detail – Accurate data capture and documentationTeamwork – Cooperative and supportive collaborationAdaptability – Flexibility in a fast-paced contact-center environmentValues & Ethics – Respect, confidentiality, and integrityReady 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.