Job Description

Key Responsibilities:

• Handling Inbound Calls:
• Answer patient calls promptly and professionally, ensuring all inquiries are addressed.
• Provide information about clinic services, dermatology treatments, doctor availability, and general procedures.
• Answer questions about clinic policies, such as working hours, treatment durations, and insurance coverage.
• Scheduling Appointments:
• Schedule, reschedule, or cancel patient appointments as needed, ensuring all appointments are accurately logged in the clinic's system.
• Confirm appointments and send reminders via phone, SMS, or email, ensuring patients are prepared for their visits.
• Coordinate with the clinic's reception and medical staff to maintain an updated and organized schedule.
• Managing Patient Inquiries:
• Handle general inquiries related to dermatology services (e.g., acne treatment, skin care, cosmetic dermatology).
• Direct more complex medical queries to doctors or appropriate clinic staff, ensuring patients are informed about when they will receive a response.
• Provide pre-consultation information such as preparation instructions for certain dermatology treatments (e.g., facials, skin tests).
• Billing and Insurance Information:
• Provide information about the costs of various services, treatments, and consultations.
• Answer questions related to insurance coverage, explain billing procedures, and help patients understand their financial responsibilities.
• Verify insurance details and help patients with insurance-related queries.
• Follow-Up Calls:
• Conduct follow-up calls for post-treatment care, checking on the patient's progress and satisfaction.
• Confirm patient satisfaction with the clinic's services and resolve any issues or complaints.
• Record Keeping:
• Maintain accurate patient records and notes regarding call details, appointment scheduling, and any other relevant information.
• Ensure all interactions are documented within the clinic's CRM (Customer Relationship Management) system, updating patient information as necessary.
• Outbound Calls:
• Make proactive outbound calls to confirm upcoming appointments, send reminders for treatments, or follow up on missed appointments.
• Promote special services or treatments, including any promotional offers or new dermatology procedures available at the clinic.
• Communication and Coordination:
• Coordinate with the clinic's medical staff and receptionists to ensure smooth patient flow and service delivery.
• Ensure clear and concise communication with patients regarding their needs and treatment details.
• Handling Patient Complaints:
• Address patient complaints or concerns in a calm and professional manner, offering solutions where appropriate.
• Escalate unresolved issues to senior management or medical staff for further resolution.

Skills and Qualifications:

• Communication Skills:
• Excellent verbal and written communication in English is essential; proficiency in Arabic is highly desirable to cater to the local population.
• Ability to communicate complex medical information in a simple and clear manner.
• Customer Service Skills:
• Strong customer service skills, with the ability to empathize with patients and provide positive solutions.
• Ability to remain calm under pressure and handle high call volumes.
• Multitasking:
• Ability to handle multiple tasks simultaneously, such as answering calls, scheduling appointments, and updating records.
• Knowledge of Dermatology Services:
• Basic knowledge of dermatology services and treatments, or a willingness to learn about common dermatology procedures (e.g., acne treatment, botox, skincare).
• Understanding of the services offered by the clinic will help in providing accurate information to patients.
• Computer Literacy:
• Proficiency in using office software (MS Office, email systems).
• Experience with call center software or clinic management systems is highly beneficial.
• Organizational Skills:
• Ability to organize and manage multiple tasks, especially during busy hours or when handling multiple patient calls.
• Attention to detail when scheduling appointments and entering patient information.
• Cultural Sensitivity:
• Knowledge of and respect for the local culture and customs in Abu Dhabi, especially when interacting with a diverse expatriate population.
• Sensitivity to the medical and privacy concerns of patients from different cultural backgrounds.

Preferred Qualifications:

• Experience in Healthcare or Call Centers:
• Previous experience working in a healthcare setting, particularly in a dermatology clinic, is preferred.
• Experience in a call center environment or customer support position is a plus.
• Language Skills:
• Fluency in Arabic is highly desirable, as it enables communication with a broader patient base.
• Knowledge of other languages (e.g., Hindi, Urdu, Tagalog) is a bonus, as Abu Dhabi has a diverse population.
• Professionalism:
• A calm and professional demeanor, with the ability to represent the clinic's brand positively.
• An empathetic and patient-focused approach is crucial in providing excellent service.

Job Type: Full-time

Pay: AED2,000.00 - AED3,000.00 per month