About this role
Job Title: Contact Center Agent
Job Code: CCA-001
Grade: A5
Department: Patient Access Services
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Your Impact
- ≥ 90 % first-call resolution rate within defined service levels
- ≥ 95 % customer satisfaction score
- 100 % accurate call documentation & data entry
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What you will do
- Inbound & Outbound Support: Handle calls, emails, and chats professionally; follow approved scripts and scenarios.
- Patient Guidance: Provide accurate information on clinics, schedules, services, and hospital policies.
- Issue Resolution: Resolves inquiries, complaints, and service requests; escalates complex cases appropriately.
- Emergency Communication: Announce emergency codes clearly and promptly when required.
- Problem Solving: Listen actively, identify solutions, and follow up until resolution is achieved.
- Data Entry & Documentation: Record all interactions accurately in the HIS; maintain up-to-date patient records.
- Compliance & Confidentiality: Adhere to hospital policies, data-protection standards, and confidentiality requirements.
- Team Collaboration: Collaborate with Patient Access, clinical, and support teams to deliver seamless service.
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How success is measured
- High first-call resolution and call-quality scores
- Accurate, error-free system documentation
- Consistent adherence to scripts, policies, and KPIs
- Positive patient feedback on tone, clarity, and empathy
- Zero patient-confidentiality breaches
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You will thrive here if you have…
- Diploma or Bachelor’s degree in healthcare, administration, or related field
- 1–3 years of experience in a call center or customer service role
- Fluency in English & Arabic (spoken & written)
- Strong CRM, HIS, and MS Office skills (Outlook, Excel, Word, PowerPoint)
- Calm, empathetic communication under pressure
- Reliability, punctuality, and attention to detail
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Competencies we value
- Communication – Clear, professional, empathetic interactions
- Client Focus – Delivering a positive patient experience every time
- Attention to Detail – Accurate data capture and documentation
- Teamwork – Cooperative and supportive collaboration
- Adaptability – Flexibility in a fast-paced contact-center environment
- Values & Ethics – Respect, confidentiality, and integrity
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Ready to be the voice of care?
Apply now and become the first point of contact that reflects Taiba Hospital’s commitment to clarity, compassion, and quality.