Call Center Agent

American Hospital Dubai

Valid Till: N/A

Business Central Towers, Dubai, 00000, AE

Company Description

American Hospital is the first hospital in the Middle East to be awarded the JCI while its laboratory is the first in the private sector in the region to be accredited by the College of American Pathologists. The hospital is also the inaugural member of the prestigious Mayo Care Network.

Job Description

A vital point of contact between the dental practice and its patients. Responsible for providing exceptional customer service by handling incoming calls from patients, addressing their inquiries, scheduling appointments, and ensuring a seamless and positive experience throughout their interaction with the dental clinic. Maintains patient satisfaction and contributes to the overall success of the dental practice.

Responsibilities:

Responds to incoming calls from patients,dental offices, or other stakeholders as per standard.
Coordinates with dental staff by efficiently scheduling and rescheduling patient appointments using the dental practice’s appointment management system, to identify available appointment slots and match them with patients’ preferences.
Reminds patients of their upcoming appointments and confirms their attendance by calling, reduces no-show rates and ensures the best utilization of the dental practice’s schedule.
Updates and maintains patient records in the database precisely, including personal information, medical history, and insurance details.
Adheres to established communication protocols and guidelines when handling patient calls and sensitive information.
Responds to patient inquiries about dental services, insurance coverage, pricing, and general practice information with knowledge and empathy.
Resolves patient concerns and complaints in a professional manner, ensuring a positive outcome for both the patient and the dental practice.
Assists patients with billing-related questions, payment options,and financial arrangements.
Informs patients about additional dental services or treatments available at the practice, promoting a higher level of dental care and oral health.
Achieves targets and metrics,such as call volume, appointment conversion rates, and patient satisfaction scores.

Qualifications & Experience:

High school diploma or equivalent; additional education in customer service or communications is a plus
Proficiency in using computers, call centre software,and electronic health record (EHR) systems
Proven experience in a customer service or call center role is preferred
Excellent communication skills, both verbal and written
Familiarity with dental terminology, procedures, and insurance processes is advantageous but not mandatory; willingness to learn is essential