Contact Center Agent

Job Code: CCA-001

Grade: A5

Department: Patient Access Services

Your Impact

• ≥ 90 % first-call resolution rate within defined service levels
• ≥ 95 % customer satisfaction score
• 100 % accurate call documentation & data entry

• 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.

• 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

• 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

• 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

Apply now and become the first point of contact that reflects Taiba Hospital’s commitment to clarity, compassion, and quality.