Call Center Agent in American Hospital Dubai

American Hospital

Call Center Agent in American Hospital Dubai is responsible to provide telephonic scheduling for patients calling with one of the many services of the American Hospital Dubai. Coordinate booking of appointments to optimize clinic function. Supports the successful achievements of Clinic Operations strategic goals. This job ID number is 2048.


  • Supports the team members by answering daily inquiries.
  • Provides coaching, guidelines and education to the team members.
  • Monitors the skillsets assignment and the workflow and the volumes.
  • Provides the approved quality training and ensures the efficiency of the team members.
  • Assesses daily call quality using the call recording system.
  • Assists call centre agents with handling the complaints and patients’ challenges.
  • Assigns daily breaks and monitor the agent’s attendance.
  • Monitors the agent’s productivity and provides a daily agent performance report.
  • Assists the team leader with the daily duty of Rota.
  • Prioritizes tasks ensuring effective functioning of the area.
  • Follows the chain of command in reporting incidents or concerns.
  • Prioritizes workload and completes correspondence in a timely manner.
  • Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries.
  • Ensures a safe working environment through strict compliance with the Hospital Policies and Procedures regarding safety, infection and security.
  • Promotes incident, and customer complaint reporting to improve patient and family care.
  • Answers phone calls in a polite and cordial manner.
  • Maintains proper telephone etiquette.
  • Confirms appointments through SMS and/or phone calls as per policy.
  • Transfer to a different physician, cancel or reschedule patients’ appointments as per policy.
  • Overbooks physicians according to clinic-defined standards.
  • Assists in the orientation of new staff members to the Call Center.
  • Facilitates efficient Call Center function by consulting and communicating with all co-workers.
  • Maintains complete product knowledge at all times of all hospital features/services/prices/packages and hours of operations.
  • Ensures that the place of work and surrounding area is kept clean and organized at all times.



  • Excellent English and Arabic verbal/written communication skills
  • Basic computer literacy
  • Exposure to/experience with customer service principles
  • Medical Terminology/or exposure to a medical environment
  • Knowledge of adequate Medical Terminology
  • Demonstrate computer literacy and efficiency
  • Previous operator or call centre experience is preferable

Clinical Educator in American Hospital Dubai

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