We are seeking a service-focused professional to support patient experience and Call Center operations, resolve patient concerns, and guide the team in delivering excellent customer service.
Responsibilities
- Ensure a positive experience for patients, visitors, and stakeholders by addressing enquiries and resolving concerns.
- Manage patient feedback and complaints, coordinating with hospital departments to ensure timely resolution.
- Handle complex or urgent concerns and escalate them when required.
- Support and coach team members, including training and onboarding new staff.
- Monitor service KPIs, prepare reports, and identify opportunities for improvement.
- Coordinate with hospital departments to resolve complex or urgent patient concerns.
- Maintain accurate records and protect patient confidentiality.
Qualifications
- Bachelors Degree in a related discipline.
- Minimum 6 years of relevant experience, including supervisory experience in the functional area.
- Good communication skills in Arabic and English, both written and spoken.
- Knowledge of Hospital Information Management systems, telephone systems, appointment scheduling, and hospital services.
- Strong problem-solving, teamwork, and organisational skills.
- Ability to prioritise tasks and work effectively in a fast-paced environment.
- Excellent MS Office skills preferred.
