My Care Agent (Contact Center) Riyadh

Join My Clinic, the leading multispecialty outpatient care provider in Saudi Arabia, where our mission to help people live longer, healthier, and happier lives drives everything we do. Since 2017, we've been at the forefront of healthcare, combining innovation with a deep commitment to care, collaboration, ambition, and responsibility. As we continue to grow and reach new heights, we're looking for passionate individuals who share our vision and values. Job Summary: The My Care Coordinator is responsible for delivering end-to-end support to registered patients across all stages of their care journey. This includes patient enrollment support, appointment and service coordination, follow-ups, inquiries, and ongoing communication through multiple contact channels. The role serves as a primary point of contact for patients, ensuring seamless coordination, timely follow-up, and a consistently positive experience aligned with My Care service standards. The position requires strong communication skills, professionalism, empathy, and a patient-first mindset. Primary Responsibilities: 1. Patient Support & Care Coordination: • Serve as the primary point of contact for registered patients across all communication channels (inbound and outbound calls, system-generated follow-ups, and approved digital platforms). • Support patients throughout their care journey, including enrollment assistance, appointment scheduling, service booking, follow-ups, and general inquiries. • Proactively follow up with patients to confirm appointments, services, test readiness, or post-service needs as per care protocols. 2. Appointment & Service Management: • Accurately schedule, reschedule, and cancel appointments and services in accordance with clinic policies, medical guidelines, and availability. • Coordinate multiple services when required to ensure continuity and convenience for the patient. • Identify potential gaps in care or missed appointments and take appropriate action to re-engage patients. 3. Documentation & Systems: • Document all patient interactions, requests, outcomes, and notes accurately in the designated systems and working tools. • Ensure all data entry complies with documentation standards, data accuracy, and confidentiality requirements. 4. Quality, Experience & Compliance: • Deliver a compassionate, respectful, and professional patient experience that promotes trust, satisfaction, and loyalty. • Handle patient concerns or complaints in line with approved escalation procedures and service recovery guidelines. • Adhere to My Care service standards, call handling guidelines, and quality benchmarks. • Maintain full compliance with patient confidentiality, data privacy, and organizational policies at all times. 5. Performance & Collaboration: • Meet or exceed defined performance indicators related to patient engagement, service coordination, quality scores, and satisfaction metrics. • Collaborate effectively with clinical teams, operations, and support functions to resolve patient needs efficiently. • Support continuous improvement initiatives aimed at enhancing patient experience and care coordination processes. 6. Additional Responsibilities: • Perform additional tasks within the scope of the role based on operational requirements. • Be flexible to support different units, teams, or workflows within the center as business needs evolve. 3. Education / Professional Qualifications: • High school diploma required (Diploma or Bachelor’s degree preferred). • Previous experience in a contact center, patient services, healthcare coordination, or customer service role is preferred. Show more Show less

High school diploma required (Diploma or Bachelor’s degree preferred). Previous experience in a contact center, patient services, healthcare coordination, or customer service role is preferred.

1. Patient Support & Care Coordination: Serve as the primary point of contact for registered patients across all communication channels; Support patients throughout their care journey including enrollment assistance, appointment scheduling, service booking, follow-ups, and general inquiries; Proactively follow up with patients to confirm appointments, services, test readiness, or post-service needs as per care protocols. 2. Appointment & Service Management: Schedule, reschedule, and cancel appointments and services; Coordinate multiple services when required; Identify potential gaps in care or missed appointments and re-engage patients. 3. Documentation & Systems: Document all patient interactions, requests, outcomes, and notes in designated systems; Ensure data entry complies with standards and confidentiality. 4. Quality, Experience & Compliance: Deliver a compassionate, respectful, and professional patient experience; Handle concerns or complaints per escalation procedures; Adhere to service standards and confidentiality. 5. Performance & Collaboration: Meet or exceed performance indicators related to patient engagement and satisfaction; Collaborate with clinical, operations, and support teams; Support continuous improvement initiatives. 6. Additional Responsibilities: Perform tasks as needed and be flexible to support different units or workflows.