Customer Service Specialist

About the Role

Elegaci is seeking a Customer Service Specialist to join their team in Riyadh, Saudi Arabia. This full-time role is central to enhancing the patient experience and ensuring high standards of service and care. The specialist will engage with patients directly at the medical center and through various communication channels, with responsibilities spanning clinic coordination, reception, and call center operations.

Role Overview

The Customer Service Specialist role is designed to be adaptable, with employees assigned specific or combined responsibilities across three key operational tracks based on the facility's needs. These tracks include Clinic Coordination, Reception, and Call Center, each contributing to the overall patient journey and operational efficiency.

Key Responsibilities

Responsibilities are divided across three operational tracks:

1. Clinic Coordination Track:
   • Manage clinic operational spaces, coordinate schedules, and ensure smooth patient flow.
   • Accurately enter and retrieve data, manage patient records on the clinic management system (HMS), and adapt to system updates.
   • Monitor patient flow to minimize waiting times and ensure seamless operations.
   • Coordinate effectively between patients, physicians, and medical staff (nursing, radiology, and laboratory).
   • Track medical insurance requests and secure necessary approvals for services and procedures.
   • Follow up on pending appointments, medical referrals, and remind patients of treatment plans.
2. Reception Track:
   • Greet patients and visitors, creating a positive first impression.
   • Accurately enter and update patients' personal and insurance data into the clinic management system.
   • Guide patients to their respective clinics and direct them around the facility.
   • Process payments, handle financial transactions for visits, and issue invoices via the system.
   • Maintain the tidiness and organization of the reception area and waiting rooms.
3. Call Center Track:
   • Answer incoming calls and respond to patient inquiries professionally.
   • Book, reschedule, or cancel appointments accurately using the clinic booking system.
   • Conduct outbound calls to confirm appointments or remind patients of routine check-ups.
   • Handle initial patient complaints and route them to the concerned departments for resolution.
   • Provide patients with necessary preparation instructions prior to medical tests and lab work.

Qualifications and Experience

Candidates should possess 0-1 years of experience in a relevant customer service or administrative role. The ability to quickly learn and adapt to new systems and procedures is essential for this position.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia, requiring direct interaction with patients and medical staff in a dynamic healthcare setting.

Application Process

Interested candidates are encouraged to apply to join Elegaci and contribute to providing high-quality patient care and service.