Call Center & Scheduling Officer

Job Purpose: To provide a high-quality, professional service to all visitors at the reception, ensuring efficient communication and customer service. Key Responsibilities and Duties: 1. Handles inbound and outbound calls, emails, live chats, surveys, telesales, telemarketing activities, and other required forms of communication. 2. Answers calls within the specified time frame based on business needs. 3. Updates customer information in the system for both new and existing customers, documenting all call details according to standard operating procedures. 4. Follows up with customers as needed (e.g., call backs). 5. Builds customer interest in services and products, including upselling when appropriate. 6. Responds to customer inquiries and complaints accurately and within a specified time frame, offering advice and solutions for issues. 7. Achieves the requested KPIs (Key Performance Indicators) monthly. 8. Ensures accurate appointment scheduling by confirming dates, times, and other details with customers to minimize errors and miscommunication. 9. Assists customers with general information regarding services, policies, and procedures to guide them effectively. 10. Coordinates with other departments to ensure smooth patient flow and timely bookings. 11. Escalates complex issues or complaints to senior team members as needed, ensuring that problems are addressed promptly and effectively. 12. Prepares reports and updates on appointment scheduling, booking trends, and customer feedback to support ongoing improvements in service delivery. 13. Other duties as assigned within the scope of the job. All Fakeeh Care employees are responsible for continuous improvement, including: 1. Performing all duties and tasks in a manner that supports Fakeeh’s Person-Centered care values. 2. Actively contributing to continuous improvement initiatives, within the scope of the role. 3. Adherence to safety protocols and proactively seeking to address any job-related safety concerns. 4. Maintaining strict confidentiality of all sensitive information accessed or encountered during work. 5. Complying with cybersecurity policies and standards to protect Fakeeh’s systems and participating in awareness training and initiatives to prevent cyber threats. 6. Adhering to and upholding Fakeeh Care’s code of conduct, policies and ethical standards. 7. Completion of mandatory education as per the requirement, at least one month prior to expiration. Requirements: Skills and Abilities: - Strong communication skills. - Excellent customer service skills. - Ability to handle a high volume of calls or inquiries in a timely and efficient manner. Experience: 0 – 2 Experience in a customer service or call center environment, preferably within healthcare or medical services. Education: High school diploma / bachelor's degree in healthcare administration, business administration, or related field. Language: Excellent command of both oral and written English & Arabic. Licenses / Certifications: N/A

Handles inbound and outbound calls, emails, live chats, surveys, telesales, telemarketing activities, and other required forms of communication. Answers calls within the specified time frame based on business needs. Updates customer information in the system for both new and existing customers, documenting all call details according to standard operating procedures. Follows up with customers as needed (e.g., call backs). Builds customer interest in services and products, including upselling when appropriate. Responds to customer inquiries and complaints accurately and within a specified time frame, offering advice and solutions for issues. Achieves the requested KPIs (Key Performance Indicators) monthly. Ensures accurate appointment scheduling by confirming dates, times, and other details with customers to minimize errors and miscommunication. Assists customers with general information regarding services, policies, and procedures to guide them effectively. Coordinates with other departments to ensure smooth patient flow and timely bookings. Escalates complex issues or complaints to senior team members as needed, ensuring that problems are addressed promptly and effectively. Prepares reports and updates on appointment scheduling, booking trends, and customer feedback to support ongoing improvements in service delivery. Other duties as assigned within the scope of the job.