Call Center Executive

NMC Healthcare
Sharjah
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 1+ yearsSkills: ["Telephone etiquette","Professional communication","Interpersonal skills","Active listening","Confidentiality"]

Serve as the first point of contact for patients by answering incoming calls promptly and professionally, managing multiple lines, and handling call hold/transfer and call-backs. Support appointment booking and clarifying enquiries about hospital services, doctors’ calendars, and appointment management. Maintain KPIs, average handling time, patient satisfaction, and feedback collection, escalating difficult cases when needed while following infection control, patient safety, JCI, confidentiality, and quality assurance processes.

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FursaFursa
NMC Healthcare
NMC Healthcare
4 days ago

Call Center Executive

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live
Reposted: similar role first listed 4 weeks ago

Job Summary

Serve as the first point of contact for patients by answering incoming calls promptly and professionally, managing multiple lines, and handling call hold/transfer and call-backs. Support appointment booking and clarifying enquiries about hospital services, doctors’ calendars, and appointment management. Maintain KPIs, average handling time, patient satisfaction, and feedback collection, escalating difficult cases when needed while following infection control, patient safety, JCI, confidentiality, and quality assurance processes.
Location: Sharjah
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Answer incoming patient calls promptly and politely, maintaining excellent telephone etiquette and professionalism.
  • •Manage multiple lines and handle call processes such as hold, transfer, message receipt, and timely call backs.
  • •Book appointments and clarify enquiries related to hospital services, including appointment confirmation, cancellation, rescheduling, and no-shows.
  • •Support doctors’ calendar creation/updating and maintain doctors’ notes.
  • •Maintain departmental KPIs and patient satisfaction, collect and communicate service feedback/complaints, handle difficult patients calmly, and comply with infection control, patient safety, JCI, and confidentiality requirements.

Key Requirements

  • •Minimum 1 year experience as a contact center agent in a patient focused environment.
  • •Operate a multi-line switchboard system.
  • •Well versed with contact center processes including call hold, call transfer, message receipt, and call back guidelines.
  • •Ability to manage call volumes and multitask within the call process flow.
  • •Demonstrate effective interpersonal skills and active listening in dealings with patients and hospital staff.
Experience:1+ years
Skills:Telephone etiquetteProfessional communicationInterpersonal skillsActive listeningConfidentiality

Company Brief

NMC Healthcare
Operates a large network of hospitals, medical centers, and specialty clinics across the UAE and the wider Middle East. Provides general and specialized healthcare services, diagnostics, and outpatient care for individuals and families.
Industry: Hospitals & Clinics
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 1975
WebsiteLinkedIn