Call Center Agent - Medical Imaging

Handles telephonic scheduling and inquiries related to the Medical Imaging Department's services at American Hospital Dubai. Ensures efficient coordination of appointment bookings to optimise machine usage and clinic availability. Contributes to the strategic goals of the Department's Operations by delivering accurate information, assisting patients with their scheduling needs, and directing them to the appropriate clinic locations based on their specific requirements.

Records patient demographic information in the hospital system. Schedules patient appointments per department protocols and informs patients about necessary preparations. Provides patients with preparation instructions for all radiology procedures. Confirms appointments via SMS, email, or phone calls in line with hospital policy.

Responds promptly and courteously to all incoming calls. Provides clear and helpful responses to inquiries, ensuring a positive patient experience. Follows up on and reschedules missed appointments as assigned. Follows up with patients listed as “abandoned” to reschedule missed communications. Maintains confidentiality of patient and hospital information at all times.

Serves as a liaison between patients, technologists, and radiologists. Redirects calls to appropriate departments when necessary. Handles difficult or irate calls with empathy and sound judgment. Escalates complex inquiries to technologists, radiologists, or supervisors when appropriate. Supports patients in receiving the best possible care by ensuring accurate and timely communication.

Contributes positively to team morale and organisational culture. Adheres to hospital safety, infection control, and security policies to maintain a safe working environment. High School Graduate PROFESSIONAL EXPERIENCE: Knowledge of medical terminology, preferably related to radiology. Knowledge and experience in call center operations or telephone handling preferred.

Skills in verbal and written communication in both English and Arabic. Skills in basic computer use and literacy. Ability to deliver professional customer service based on prior exposure or experience.