Call Center Agent

About the Company

IIQAF Group operates within the healthcare sector in Riyadh, Saudi Arabia, providing hospital-related services and support.

Position Overview

We are looking for a dedicated and service-oriented Call Center Agent to join our team supporting healthcare operations. The successful candidate will manage both inbound and outbound calls to assist patients, clients, and visitors by offering accurate information and scheduling assistance related to healthcare services.

Key Responsibilities

• Respond to incoming and outgoing calls professionally from patients, customers, and healthcare service users.
• Answer queries regarding appointments, hospital departments, doctors, and services in a clear and courteous manner.
• Handle appointment bookings, confirmations, reschedules, and cancellations precisely.
• Communicate detailed information about healthcare procedures and services.
• Update and maintain patient records within hospital or clinic information systems.
• Verify important patient data such as names, contacts, and appointment details.
• Perform follow-up calls related to appointments, service feedback, or other healthcare communication tasks.
• Record complaints or service-related issues and facilitate their appropriate resolution.
• Engage in quality assurance monitoring, training sessions, and initiatives to enhance customer service quality.
• Maintain comprehensive daily reports and call center documentation.
• Adhere to hospital policies, workplace safety standards, and professional codes of conduct.
• Work within rotating shifts including weekends, holidays, and extended hours as required.

Candidate Requirements

• At minimum, a high school diploma or equivalent is necessary; additional certification or degrees in Healthcare Administration, Business, Communications, or related fields are advantageous.
• Prior experience in roles such as Call Center Agent, Customer Service Representative, or Patient Services Coordinator preferred.
• Exposure to healthcare, hospital, medical, or insurance environments considered a plus.
• Experience managing high call volumes and maintaining professionalism, even in challenging situations.
• Strong focus on accuracy, attention to detail, and ability to multitask effectively.
• Capability to work efficiently in a dynamic and fast-paced healthcare setting.
• Flexibility to accommodate shift work, including weekends and public holidays.

Skills and Competencies

• Quality assurance and call evaluation
• Customer satisfaction and problem solving
• Efficient multitasking and time management
• Meticulous attention to detail
• Team collaboration and professional communication

Employee Benefits

• Competitive monthly salary ranging between SAR 5000 and SAR 6000
• Medical insurance coverage
• Paid annual leave
• Assistance with employment visa and work authorization compliant with Saudi regulations
• End-of-service benefits in accordance with local labor laws
• Opportunity for professional training and career development
• Supportive multicultural workplace environment
• Additional company policy-based employee benefits