Call Center Representative📣 Job Ad

About My Clinic KSA

My Clinic KSA is a leading multispecialty outpatient care provider in Saudi Arabia, established in 2017. Our mission is to help people live longer, healthier, and happier lives, driven by core values of care, collaboration, ambition, and responsibility. We are seeking a dedicated Call Center Representative to join our team in Jeddah, Makkah, Saudi Arabia, supporting our commitment to patient-centered care.

The Role of a My Care Coordinator

The My Care Coordinator is responsible for delivering end-to-end support to registered patients across all stages of their care journey. This full-time role involves patient enrollment assistance, appointment and service coordination, follow-ups, and handling inquiries through multiple contact channels. As a primary point of contact for patients, the role ensures seamless coordination, timely follow-up, and a consistently positive experience aligned with My Care service standards.

Patient Support and Service Management

• 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 throughout their care journey, providing assistance with enrollment, appointment scheduling, service booking, follow-ups, and general inquiries.
• Proactively follow up with patients to confirm appointments, services, test readiness, or post-service needs as per care protocols.
• Accurately schedule, reschedule, and cancel appointments and services in accordance with clinic policies, medical guidelines, and availability.
• Coordinate multiple services when required to ensure continuity and convenience for the patient.
• Identify potential gaps in care or missed appointments and take appropriate action to re-engage patients.

Documentation and Quality Compliance

• Document all patient interactions, requests, outcomes, and notes accurately in designated systems and working tools.
• Ensure all data entry complies 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, quality benchmarks, patient confidentiality, data privacy, and organizational policies at all times.

Qualifications and Experience

Candidates for this full-time Call Center Representative position should possess 5-10 years of relevant experience. The role requires strong communication skills, professionalism, empathy, and a patient-first mindset to effectively manage patient interactions and coordinate care services.

Performance and Collaboration

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