Quality Coordinator in American Hospital Dubai

American Hospital

Quality Assurance Coordinator in American Hospital Dubai is responsible to provide information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries. This job ID number is 774.


  • To support the team members with answering the daily inquiries.
  • To provide couching, guidelines, and education to the team members.
  • To monitor the skillsets assignment and the workflow and the volumes.
  • To provide the approved quality trainings and to ensure the efficiency of the team members.
  • Daily calls quality assessment using the calls recording system..
  • Assigning the daily breaks and monitor the agent’s attendance.
  • To monitor the agent’s productivity and to provide a daily agents performance report.
  • To assist the team leader with the daily duty Rota.
  • Demonstrates ability to prioritize 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.
  • Promotes incident, customer complaint reporting to improve patient and family care.
  • Confirms appointments through SMS and / or phone calls as per policy.
  • Transfer to different physician, cancels or reschedules patients’ appointments as per policy.
  • Ensures charts are made available in the clinics at the appointment time by ordering them online from Medical Records or calling Medical Records if necessary.
  • Informs walk-in patients telephonically regarding waiting time. Place remark on “Scheduler Note”. For example, patient informed regarding waiting time.
  • Assists in orientation of new staff member to the Call Center.
  • Facilitates efficient Call Center function by consulting and communicating with all co-workers.
  • Maintain complete knowledge at all time of all hospital feature/services/price/packages and hours of operations.
  • Ensure that the place of work and surrounding area is kept clean & organized at all time.
  • Demonstrates adequate Medical Terminology.
  • Demonstrate computer literacy (in Meditech System) and efficiency.


  • High school Certificate
  • Excellent English and Arabic verbal/written communication skills.
  • Basic computer literacy


  • 1 year of experience as a Quality Assurance Coordinator
  • Exposure to / experience with customer service principles
  • Medical Terminology / or exposure to medical environment
  • Previous operator or call centre experience, preferable

Call Center Agent in American Hospital Dubai

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