Job Description

Roles & Responsibilities

Job Title: 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

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.

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

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

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

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.