Call Center Representative

About My Clinic KSA

My Clinic KSA is a leading multispecialty outpatient care provider in Saudi Arabia, established in 2017. The organization focuses on delivering healthcare through innovation, care, collaboration, ambition, and responsibility, with a mission to support individuals in living healthier lives.

Job Summary

My Clinic KSA is seeking a Call Center Representative to join their team in Makkah, covering both Jeddah and Makkah regions. This full-time role involves providing comprehensive support to registered patients throughout their care journey, ensuring a positive experience aligned with My Care service standards. The position requires strong communication skills, professionalism, empathy, and a patient-first approach.

Key Responsibilities

• Serve as the primary point of contact for registered patients across all communication channels, including inbound and outbound calls, system-generated follow-ups, and approved digital platforms.
• Support patients with enrollment assistance, appointment scheduling, service booking, follow-ups, and general inquiries.
• Proactively follow up with patients to confirm appointments, services, test readiness, or post-service needs according to care protocols.
• Accurately schedule, reschedule, and cancel appointments and services in line with clinic policies, medical guidelines, and availability.
• Coordinate multiple services to ensure continuity and convenience for patients.
• Identify potential gaps in care or missed appointments and take appropriate action to re-engage patients.
• Document all patient interactions, requests, outcomes, and notes accurately in designated systems and tools, ensuring compliance with documentation standards, data accuracy, and confidentiality requirements.
• Deliver a compassionate, respectful, and professional patient experience that promotes trust, satisfaction, and loyalty.
• Handle patient concerns or complaints in line with approved escalation procedures and service recovery guidelines.
• Adhere to My Care service standards, call handling guidelines, and quality benchmarks, maintaining full compliance with patient confidentiality, data privacy, and organizational policies.
• Meet or exceed defined performance indicators related to patient engagement, service coordination, quality scores, and satisfaction metrics.
• Collaborate effectively with clinical teams, operations, and support functions to resolve patient needs efficiently.
• Support continuous improvement initiatives aimed at enhancing patient experience and care coordination processes.

Additional Responsibilities

• Perform additional tasks within the scope of the role based on operational requirements.
• Be flexible to support different units, teams, or workflows within the center as business needs evolve.

Qualifications and Experience

• 5-10 years of relevant experience.
• Demonstrated strong communication skills.
• Proven professionalism and empathy in patient interactions.
• A patient-first mindset is essential.