Call Center Executive

NMC Healthcare
Sharjah
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Professional communication","Interpersonal skills","Listening","Calm handling","Multitasking"]

Serve as the first point of contact for patients by answering incoming calls promptly and professionally, managing multiple lines, and ensuring a pleasant caller experience. Handle call hold/transfer and call-back processes, book appointments, clarify enquiries about hospital services, and assist with tasks such as scheduling and routing calls. Maintain KPIs and average handling time, collect patient feedback, manage difficult callers calmly, and follow infection control, patient safety, and JCI policies.

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FursaFursa
NMC Healthcare
NMC Healthcare
2 days ago

Call Center Executive

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Serve as the first point of contact for patients by answering incoming calls promptly and professionally, managing multiple lines, and ensuring a pleasant caller experience. Handle call hold/transfer and call-back processes, book appointments, clarify enquiries about hospital services, and assist with tasks such as scheduling and routing calls. Maintain KPIs and average handling time, collect patient feedback, manage difficult callers calmly, and follow infection control, patient safety, and JCI policies.
Location: Sharjah
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Answer incoming patient calls promptly and politely, managing multiple lines simultaneously.
  • •Handle call processes including call hold, call transfer, message receipt, and timely call backs.
  • •Book appointments and clarify enquiries related to hospital services, including scheduling and routing calls to healthcare personnel.
  • •Maintain communication clarity, pleasant tone, average handling time, and departmental KPI performance.
  • •Collect and communicate patient feedback and complaints to the concerned department, while maintaining confidentiality and following infection control, patient safety, and JCI policies.

Key Requirements

  • •Minimum 1 year experience as a contact center agent in a patient-focused environment.
  • •Experience operating a multi-line switchboard system.
  • •Strong telephone etiquette and professionalism when attending to patient calls.
  • •Ability to maintain departmental KPIs while handling call volumes.
  • •Ability to follow NMC regulations and policies, including infection control, patient safety, and JCI requirements.
Experience:Contact centerHealthcare
Skills:Professional communicationInterpersonal skillsListeningCalm handlingMultitasking
Languages:US
Tech Stack:Multi-line switchboard

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